Remote Travel SaaS Customer Success Manager

Fullsteam; Northern (KY); Remote; USD 60.000 - 70.000; Vollzeit

Zusammenfassung

Fullsteam is seeking a Customer Success Manager to manage a portfolio of clients, guiding post-sale onboarding through go-live, adoption, and long-term success. You will lead structured onboarding, track milestones, and coordinate with cross-functional teams to ensure renewals and expansions are achieved while delivering proactive, high‑quality customer support.

The role emphasizes a customer-first mindset, strong communication, and the ability to manage multiple accounts in a fast-paced, remote

Qualifikationen

• 2+ years in a customer-facing role (CSM, account manager, or similar).
• Bachelor's degree in business, marketing, or related field, or equivalent experience.
• Experience in tour operator or travel industry preferred.
• Experience supporting onboarding, software launches, renewals, or expansions.

Aufgaben

• Serve as primary contact for assigned customers, ensuring onboarding through ongoing account management.
• Guide customers through structured onboarding and implementation workflows with milestone tracking.
• Coordinate handoffs with Sales, Learning, Operations, Support, Product, Accounting, and leadership.
• Monitor health, adoption, and requests to identify risks or opportunities.
• Participate in periodic health reviews and document risks and follow-up actions.
• Support renewal calendar management and coordinate key dates with stakeholders.
• Coordinate issues requiring advanced support, gather information, and escalate as needed.
• Maintain records of communications, onboarding progress, and resolutions in systems.
• Identify recurring issues and share insights to improve processes.
• Provide guidance on product features, adoption strategies, and best practices.

Kenntnisse

Customer-facing experience

Onboarding project management

Strong communication

Cross-functional collaboration

Empathy and problem solving

AI tools proficiency

SaaS knowledge

Renewals & expansions

Ausbildung

Bachelor's degree in business/marketing or related field

Tools

GUIDEcx

CRM systems

Jobbeschreibung

Fullsteam is seeking a Customer Success Manager to manage a portfolio of clients, guiding post-sale onboarding through go-live, adoption, and long-term success. You will lead structured onboarding, track milestones, and coordinate with cross-functional teams to ensure renewals and expansions are achieved while delivering proactive, high‑quality customer support.

The role emphasizes a customer-first mindset, strong communication, and the ability to manage multiple accounts in a fast-paced, remote