Strategic Customer Success Manager – SaaS Growth

Chmura Economics & Analytics; Richmond (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

Chmura Economics & Analytics, LLC is seeking a Customer Success Manager to manage a portfolio of clients, drive product adoption, and support retention and account growth.

You will guide onboarding, conduct QBRs, and coordinate with Sales, Product, Support, and Finance to deliver value and resolve issues. A proactive, communication‑driven professional with two+ years in customer success is preferred, with Salesforce experience a plus.

Qualifications

• Strong interpersonal, verbal, and written communication skills.
• Demonstrated ability to develop and maintain professional client relationships.
• Strong problem-solving and analytical skills, with the ability to assess customer needs and recommend appropriate solutions.
• Ability to independently manage a portfolio of accounts, prioritize competing responsibilities, and meet established deadlines.
• Strong organizational skills and attention to detail.
• Ability to understand customer business objectives and effectively communicate the value of products and services.
• Proactive approach to customer engagement, retention, and account growth.
• Ability to collaborate effectively with cross-functional teams.
• Strong presentation skills and ability to deliver effective product demonstrations and customer training.

Responsibilities

• Develop and maintain strong, long-term relationships with an assigned portfolio of clients to drive customer satisfaction and retention.
• Serve as the primary point of contact for assigned accounts, providing proactive communication and timely resolution of client questions and concerns.
• Develop a thorough understanding of each client's business objectives, product utilization, and evolving needs.
• Conduct regular client check-ins and quarterly business reviews (QBRs) to demonstrate product value, evaluate customer satisfaction, and identify opportunities for improvement.
• Monitor customer engagement and account health to proactively identify and address potential retention risks.
• Support contract renewals by maintaining strong customer relationships, communicating product value, and coordinating with internal stakeholders as needed.

Skills

Relationship management

Communication

Problem solving

Portfolio management

Cross-functional collaboration

CRM software

Sales awareness

Product knowledge

Education

Bachelor's degree in business/marketing/communications or equivalent

Tools

Salesforce

Job description

Chmura Economics & Analytics, LLC is seeking a Customer Success Manager to manage a portfolio of clients, drive product adoption, and support retention and account growth.

You will guide onboarding, conduct QBRs, and coordinate with Sales, Product, Support, and Finance to deliver value and resolve issues. A proactive, communication‑driven professional with two+ years in customer success is preferred, with Salesforce experience a plus.