Remote Customer Success Architect

The Functionary; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

The Functionary is seeking a Customer Success Manager to foster strong relationships and drive retention across the full customer lifecycle. This remote role emphasizes proactive engagement, health monitoring, and cross-functional collaboration to deliver outstanding service.

You will coach specialists, monitor CSAT and health metrics, and lead initiatives to improve workflows and documentation, while owning high-priority escalations and ensuring customer outcomes align with business goals.

Qualifications

• Strong relationship and stakeholder management skills.
• Experience with customer retention, adoption, account health, and satisfaction.
• Strong problem solving and analytical abilities.
• Experience monitoring KPIs and CSAT, retention, and health.
• Excellent verbal and written communication.
• Experience handling escalations and complex client issues.
• Ability to coach, mentor, and support teammates.
• Strong business acumen and understanding of the customer lifecycle.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Build and maintain strong, long-term relationships with customers through proactive communication, regular meetings, and business reviews.
• Monitor account health, identify risks, and develop strategies to improve customer satisfaction, adoption, engagement, and retention.
• Take ownership of high-priority customer issues and coordinate with internal teams to ensure timely and effective resolution.
• Monitor KPIs such as CSAT, retention, response times, customer health scores, and other performance indicators.
• Work closely with Operations, Product, Finance, Technical Support, and other teams to deliver a seamless customer experience.
• Provide coaching, feedback, guidance, and support to Customer Success Specialists while helping promote a customer-centric culture.
• Identify opportunities to improve customer success workflows, documentation, efficiency, consistency, and overall service delivery.

Skills

Relationship management

Customer retention

Customer adoption

Account health

Customer satisfaction

Problem solving

Analytical skills

KPI tracking

Communication skills

Escalation handling

Coaching

Mentoring

Ownership

Prioritization

Job description

The Functionary is seeking a Customer Success Manager to foster strong relationships and drive retention across the full customer lifecycle. This remote role emphasizes proactive engagement, health monitoring, and cross-functional collaboration to deliver outstanding service.

You will coach specialists, monitor CSAT and health metrics, and lead initiatives to improve workflows and documentation, while owning high-priority escalations and ensuring customer outcomes align with business goals.