Remote Customer Success Manager for Enterprise SaaS and AI

3E; Maryland City (MD); À distance; USD 78 000 - 84 000; Plein temps

Avantages offerts par ce poste

Health, dental, and vision insurance

Life insurance and disability coverage

Employee assistance program

Office travel or hybrid option near a

Remote-friendly environment

Résumé du poste

3E is seeking a Customer Success Manager to transform customer relationships into lasting partnerships. You will coach clients on how to use Protect and Insight, deliver product education, and provide consultative problem-solving across the portfolio.

Remote role supporting Eastern and Central time zones with occasional travel (10–20%). You will partner with two Account Managers and collaborate with Onboarding, Support, and Product to maximize value and retention for enterprise customers.

Qualifications

• 3+ years in Customer Success, Account Management, client services, software training, or similar in SaaS/tech.
• Experience helping customers learn software and adopt new capabilities.
• Strong relationship-building and empathy with diverse stakeholders.
• Solid organizational skills to coordinate meetings and priorities.
• Working knowledge of Microsoft 365 apps (Excel, Outlook, Word, PowerPoint).
• Experience with renewals, retention, or expansion in recurring revenue models.
• Familiarity with CS metrics (NRR, product adoption, engagement).
• Exposure to AI-enabled tools and interest in applying them to customer workflows.

Responsabilités

• Develop trusted partnerships with customer stakeholders and understand their business priorities.
• Translate product knowledge into customer success, delivering training and guiding adoption of new features.
• Create and execute customer success plans, lead proactive outreach, increase product usage and engagement.
• Collaborate with Account Managers to strengthen relationships and drive renewal and growth.
• Monitor engagement and feedback to identify risks early and coordinate solutions before issues escalate.
• Coordinate with CS, Onboarding, Support and Product to meet customer needs and ensure timely follow-through.
• Share customer insights with internal teams to improve products, processes, and experiences.
• Build knowledge of 3E's portfolio (Protect and Insight) to uncover capabilities for customers.

Connaissances

Relationship-building

Customer engagement

Training & onboarding

Organization

MS 365

Renewals experience

NRR & adoption metrics

Salesforce

Gong

AI tools awareness

Outils

Salesforce

Gong

Description du poste

3E is seeking a Customer Success Manager to transform customer relationships into lasting partnerships. You will coach clients on how to use Protect and Insight, deliver product education, and provide consultative problem-solving across the portfolio.

Remote role supporting Eastern and Central time zones with occasional travel (10–20%). You will partner with two Account Managers and collaborate with Onboarding, Support, and Product to maximize value and retention for enterprise customers.