CSM - Customer Success Manager (Level 3)

Company Description

At Casebook PBC, our software makes people’s lives better. Our company is committed to empowering community well-being through the delivery of adaptive, research-based and practice-driven technology. Designed to “help the helpers,” our innovative and award-winning SaaS solutions help improve outcomes in human services. We are continually expanding and updating the Casebook Platform in the hopes that our technology will reach a broader array of agencies, and that we will push the entire industry to innovate and aspire to a higher standard. We are a mission-driven company, and by joining, you’ll be making that mission a reality.

Job Description

Customer Success Manager (Level 3)

Location: Remote

You’ll join us as a member of the Customer Experience team at Casebook which includes Support, Success (Onboarding, Adoption, Retention & Expansion), Engagement, and Operations. You will report directly to the Success Team Manager. Our team is all remote and yet very tight knit.

Role Overview:
As a Customer Success Manager (Level 3), you will be a critical driver of customer satisfaction, growth, and retention. Serving as the primary point of contact throughout the entire customer lifecycle, you will engage customers from onboarding through adoption, renewal, and expansion. This is a strategic, hands-on role that requires the ability to build strong relationships, deliver value, and achieve key business metrics, including Net Revenue Retention (NRR), Gross Churn, customer health, and sentiment with strategic and Enterprise level accounts.

Key Responsibilities:

1. Customer Onboarding:

   • Lead the end-to-end onboarding process, ensuring a seamless and successful implementation of the SaaS platform.

   • Develop and execute customized onboarding plans that align with customer goals and organizational capacity.
     

2. Customer Engagement & Adoption:

   • Proactively manage a portfolio of SMB nonprofit and public sector accounts.

   • Conduct regular check-ins, business reviews, and training sessions to maximize customer adoption and engagement.

   • Provide insights and best practices tailored to the nonprofit and public sector landscape.

   • Continuously develop innovative and scalable customer engagement strategies to support growth and retention.
     

3. Renewals & Expansion:

   • Own and drive renewal discussions, ensuring a high customer retention rate and achieving Gross Churn targets.

   • Identify and pursue expansion opportunities by aligning customer needs with additional services or features.
     

4. Customer Advocacy & Sentiment:

   • Serve as a trusted advisor and advocate for customers, ensuring they achieve their desired outcomes.

   • Monitor and manage customer health scores, taking proactive measures to address challenges.

   • Collect and share customer feedback to influence product development and continuous improvement.
     

5. Metrics & Accountability:

   • Meet or exceed targets for NRR, Gross Churn, health, and sentiment.

   • Utilize CRM tools and dashboards to track progress and document customer interactions and outcomes.

   • Collaborate with internal teams (e.g., Sales, Product, Support) to ensure customer success and satisfaction.
     

6. Self-Starter & Innovator:

   • Actively seek and implement new ideas to engage customers, drive product adoption, and enhance customer success outcomes.

   • Work independently to identify areas of improvement within existing processes and spearhead initiatives for optimization.

   • Stay ahead of platform developments and industry trends to serve as a knowledgeable and strategic advisor to customers.

Qualifications

Required:

• Experience: 5+ years in Customer Success, Account Management, or related roles, ideally within the SaaS industry serving SMBs, nonprofits, or public sector organizations.
  

• Skills:

  • Proven ability to manage the end-to-end customer lifecycle, including onboarding, adoption, renewal, and expansion.

  • Strong relationship-building skills with a customer-first mindset.

  • Excellent communication, presentation, and negotiation skills.

  • Data-driven and results-oriented, with experience managing metrics such as NRR and churn.

  • Familiarity with the unique challenges and needs of nonprofit and public sector organizations.
    

• Tools: Proficiency with CRM platforms (e.g., Salesforce, HubSpot), customer success software, and basic analytics tools.
  

• Education: Bachelor’s degree in Business, Nonprofit Management, or a related field preferred.

What We Offer:

• A mission-driven, collaborative work environment focused on creating positive change.

• Opportunities for professional growth and development.

• Casebook PBC offers competitive salaries and a comprehensive benefits plan, including fully funded medical, dental and vision plans, 401k contributions and generous paid time off. We value our employees and are committed to supporting them as they help make our vision a reality.

• Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438

Additional Information

Compensation: $80,000 - 95,000 Salary + Bonus + Benefits

Demo of Casebook: https://play.goconsensus.com/ac9bc58df