SaaS Customer Success Manager: Adoption & Growth

Remote Worker LTD.; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Sphera is seeking a Customer Success Manager in the United States to guide customers through their lifecycle with our SaaS platform and to mitigate risk while driving measurable value.

You will educate customers on product features, foster adoption, and maintain proactive communication to build strong relationships. This role emphasizes renewal and expansion opportunities within a customer-centric team.

Qualifications

• 2-5 years of experience in Customer Success, Account Management, Support, or a related customer-facing role—preferably in SaaS.
• Strong communication and interpersonal skills; ability to build rapport with diverse customers.
• Passion for technology and willingness to learn SaaS products deeply.
• Problem-solving mindset with the ability to manage multiple tasks and priorities.
• Experience with CRM or CSP tools (e.g., Salesforce).
• Bachelor’s degree or equivalent experience.

Responsibilities

• Assist in developing onboarding plans, timelines, and success criteria.
• Educate customers on product features, updates, and use cases to drive adoption.
• Build strong, trusted relationships with customers through regular check-ins and proactive communication.
• Act as a point of contact for low- to mid-tier accounts, helping them navigate the platform and resolve questions.
• Monitor customer health scores and identify opportunities to improve satisfaction and engagement.
• Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues.
• Escalate product bugs or feature requests and follow up to communicate outcomes to customers.
• Track customer activity and adoption metrics using CRM/CSP tools (e.g., Salesforce).
• Assist with customer business reviews and preparation of performance reports.
• Identify patterns in customer behavior and surface insights to improve processes.
• Contribute to renewal activities by ensuring customers achieve their desired outcomes.
• Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions.

Skills

Communication

Interpersonal skills

Relationship-building

Problem-solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

Sphera is seeking a Customer Success Manager in the United States to guide customers through their lifecycle with our SaaS platform and to mitigate risk while driving measurable value.

You will educate customers on product features, foster adoption, and maintain proactive communication to build strong relationships. This role emphasizes renewal and expansion opportunities within a customer-centric team.