SaaS Customer Success Manager: Growth & Adoption

Acadis; Cincinnati (OH); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits package

Matching 401(k) retirement plan

Flexible work arrangements

Generous time off

Tuition Reimbursement Program

Pet Insurance

OnePass Gym/Wellness Discount Program

Calm Health-Employee Membership

Company social events

Employee Resource Groups

Philanthropic opportunities

Job summary

Vector Solutions is seeking a Customer Success Manager to drive retention and expansion within a diverse book of business. You will advise customers, conduct business reviews, and communicate platform updates while collaborating with cross-functional teams.

The role requires strong interpersonal skills, Salesforce and Office proficiency, and the ability to travel up to 10% to support customers. A related bachelor's degree and 3–5 years in customer-facing roles are preferred.

Qualifications

• Bachelor's degree in a related field preferred.
• 3–5 years' experience in a customer-facing, service-oriented role focusing on relationships.
• Proficient with Microsoft Office and Salesforce; able to learn additional software.
• Excellent verbal and written communication, plus presentation skills.
• Strong interpersonal skills and attention to detail, with quick issue resolution.

Responsibilities

• Drive retention and expansion by advising customers to ensure platform adoption.
• Serve as primary contact for administrators in your book of business.
• Conduct regular business reviews to align with customer goals.
• Proactively communicate platform updates and best practices.
• Identify major product issues, client concerns, and retention risks.
• Host webinars and office hours on a rotating schedule.
• Assist with User Acceptance Testing as needed by leadership.
• Maintain up-to-date knowledge center and articles with your platform team.
• Contribute to team projects and act as escalation point for support.
• Demonstrate the product to customers and document issues for junior staff.

Skills

Interpersonal skills

Communication

Presentation skills

Self-management

Relationship management

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

Job description

Vector Solutions is seeking a Customer Success Manager to drive retention and expansion within a diverse book of business. You will advise customers, conduct business reviews, and communicate platform updates while collaborating with cross-functional teams.

The role requires strong interpersonal skills, Salesforce and Office proficiency, and the ability to travel up to 10% to support customers. A related bachelor's degree and 3–5 years in customer-facing roles are preferred.