Customer Success Manager

4 hours, 41 minutes ago
Full-time
Mid Level
Customer and Technical Support
ActivTrak

ActivTrak

ActivTrak provides free workforce analytics software for productivity management, empowering teams with insights to optimize productivity and ensure compliance.

Professional Services
51-250
Founded 1995
$70M raised

Description

  • Manage a portfolio of mid-market or enterprise customers throughout the customer journey and tailor engagement to their goals.
  • Develop deep product knowledge and translate features, roadmap updates, and product capabilities into business outcomes.
  • Lead renewal conversations, secure commitments, and identify upsell and expansion opportunities.
  • Analyze product usage data and customer health metrics to identify risk, quantify value, and inform account strategy.
  • Conduct strategic business reviews, success planning sessions, and other customer-facing meetings.
  • Build multi-threaded relationships across customer organizations to support account penetration and new use cases.
  • Collaborate with Sales on handoffs, joint account strategies, and growth opportunities.
  • Partner with Product, Marketing, Support, and Sales to share customer feedback and improve initiatives.
  • Create and maintain customer-facing documentation, templates, frameworks, and playbooks.
  • Guide customers through organizational change, resolve conflicts, and navigate difficult conversations.

Requirements

  • 3+ years of experience in Customer Success or a related role supporting mid-market or enterprise customers.
  • Proven ability to manage a large book of business using customer success tools and methodologies.
  • Track record of driving retention, renewals, and upsells within a scalable customer success model.
  • Strong data analysis skills for optimizing account performance and informing decisions.
  • Excellent cross-functional collaboration skills.
  • Experience with conflict resolution and crisis management.
  • Exceptional presentation skills and data storytelling abilities.
  • Strong time management and prioritization skills.
  • Ability to align customer needs with product features and company goals.
  • Self-directed work style with sound judgment about when to escalate issues.

Benefits

  • Competitive compensation and benefits.
  • Remote position within the U.S.
  • Minimal travel required.
  • Opportunity to join a dynamic, VC-backed company.
  • Inclusive, equal opportunity employer committed to diversity.

Interested in this position?

Apply directly on the company website

Apply Now

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