Remote Customer Success Manager - Growth & Retention

Development Dimensions International; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Development Dimensions International is seeking a Customer Success Manager for North America Operations to serve as the primary post-sale contact, driving adoption and retention across a US-focused remote environment.

You will collaborate with Sales, Professional Services, and Customer Support to deliver exceptional service, manage renewals, and build long-term client relationships with executives and HR teams.

Qualifications

• Minimum 2 years of experience in customer success, consulting, project management or account management.
• Bachelor's degree (or equivalent experience) in business, psychology or related field.
• Strong communication and client management skills with the ability to influence.
• Commercial acumen and understanding of ARR renewals and expansion.
• Willingness to travel up to 15%.

Responsibilities

• Owns Customer Retention and ensures renewals on a YOY basis.
• Drive Revenue Retention targets: GRR 87%+, NRR 95%+, Renewal 80%+.
• Lead strategies with sales to preserve at-risk customers.
• Manage relationships with executives and HR/learning teams.
• Own Customer Success Plan and tailor DDI services to needs.
• Drive adoption through monitoring and data analysis on platforms.
• Monitor customer health and mitigate risks to prevent churn.
• Leverage the platform for data maintenance and expansion opportunities.
• Mobilize internal resources to meet client needs.
• Oversee onboarding with onboarding team and PMO alignment.
• Provide ongoing training and proactive support to clients.
• Collaborate with Sales, Consulting, PM, and Support.
• Advocate for customers to influence product and initiatives.
• Capture Voice of the Customer and relay feedback to product.

Skills

Customer Success

Account Management

Project Management

Communication

Influencing

Commercial Acumen

Education

Bachelor's degree in Business or related field

Equivalent experience acceptable

Job description

Development Dimensions International is seeking a Customer Success Manager for North America Operations to serve as the primary post-sale contact, driving adoption and retention across a US-focused remote environment.

You will collaborate with Sales, Professional Services, and Customer Support to deliver exceptional service, manage renewals, and build long-term client relationships with executives and HR teams.