Senior Customer Success Manager: Grow Retention & Upsell

Transflo; United States; Remote; USD 85,000 - 130,000; Full time

Job summary

Transflo is seeking a Customer Success Manager to drive customer retention, loyalty, and upsell opportunities across the Transflo product and services suite. You will work closely with sales, operations, and support to deliver flawless implementation and ongoing, customized training.

The role requires ownership of renewals, tracking health scores, managing QBRs, and gathering testimonials to showcase success across accounts. Strong communication and CRM experience are essential.

Qualifications

• 5+ years in a customer success role with a proven track record in driving retention and expansion.
• Deep understanding of customer business challenges and ability to propose practical solutions.
• Experience collaborating with sales, operations and support to deliver successful implementations and training.

Responsibilities

• Deliver an exceptional customer experience while aligning with the sales team to ensure that agreed-upon services are implemented successfully
• Collect and act on customer feedback and strive to course correct implementation of the Transflo solutions on the spot, including solutions that veer from standard processes
• Work collaboratively with all territory and internal team members/departments to maintain a high customer retention rate
• Be accountable for maintaining acceptable churn in the territory
• Track customer health scores and feature utilization to spot at-risk accounts before they churn
• Conduct regular business reviews (QBRs), align usage with the client's internal KPIs, and map out executive stakeholders
• Own or facilitate contract renewals, identify cross-sell or upsell paths, and gather customer testimonials or case studies.
• Relay product feedback, bug reports, and feature requests from clients back to the product, support, and sales teams
• Become fluent in all Transflo products and services with the ability to provide customer support and/or training as requested
• Ability to analyze customer business needs and objectives and align with Transflo offerings
• Clear communicator with professional presence
• Other duties as assigned by VP of Customer Experience
• Adhere to all department and company processes, policies and procedures
• Adopt and support company mission, vision, values and strategy

Skills

Customer Success

Customer-first

Sales coordination

CRM (Salesforce)

Communication

Cross-functional

Client-facing

Upselling

Tools

Salesforce

Job description

Transflo is seeking a Customer Success Manager to drive customer retention, loyalty, and upsell opportunities across the Transflo product and services suite. You will work closely with sales, operations, and support to deliver flawless implementation and ongoing, customized training.

The role requires ownership of renewals, tracking health scores, managing QBRs, and gathering testimonials to showcase success across accounts. Strong communication and CRM experience are essential.