Calling all Customer Success Managers! ChurnZero is looking for a passionate, results-oriented individual to join our award-winning team. In this role, you'll learn and leverage an industry-leading customer growth platform to empower customers to increase revenue and retention, accelerate their impact, and deliver the best possible experience to their customers.
Join ChurnZero, a leader in customer success platforms and partnerships — recognized by G2 as a category leader and honored for excellence by SIIA CODiE, Appealie Awards, and Customer Success Collective. This is your chance to shape the future of AI-powered customer success, grow alongside an award-winning team, and build a career that truly matters.
Job Title: Customer Success Manager
Classification: Exempt
Reports to: Manager, Customer Success
Hiring Manager: Ethan Riley
Location: US, Remote
Target OTE: $87K to $120K
Responsibilities:
• Manage and grow relationships with accounts by acting as the customer's strategic business advisor
• Deduce key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey
• Establish long-term relationships with POCs and other key stakeholders to drive outcomes that contribute to mutual success
• Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero
• Build a strong pipeline of expansion opportunities by having value discussions within customers' CX teams as well as other business units
• Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought leadership
• Ensure customer satisfaction by proactively addressing any issues or concerns
• Collaborate with sales and other teams to drive revenue growth
• Accurately and consistently forecast individual commercial performance and provide regular reports on account performance and customer feedback
• Strategically use tools and processes to proactively anticipate and mitigate churn risk or other obstacles to the customer's success
• Actively participate in the ChurnZero customer community as well as attend/host local ChurnZero events
Qualifications:
• Minimum of 2-3 years proven experience in customer success or account management
• Experience with CSPs (strong preference for ChurnZero) and CRMs (Salesforce, HubSpot, etc.)
• Ability to use time productively and efficiently using the tools and resources available
• Strong communication and negotiation skills
• Ability to think strategically and identify revenue growth opportunities
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Ability to work independently and manage a large portfolio of large accounts
• Bachelor's degree or equivalent experience in a related field
About ChurnZero
ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI™, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.
Skills Required
- Minimum 2-3 years of proven experience in customer success or account management
- Experience with customer success platforms and CRM systems
- Strong communication and negotiation skills
- Ability to think strategically and identify revenue growth opportunities
- Ability to work independently and manage a large portfolio of large accounts
- Energetic, self-motivated, collaborative, proactive, and creative problem-solving approach
- Bachelor's degree or equivalent experience in a related field
- Experience with ChurnZero
What We Do
ChurnZero is Customer Success software for growing SaaS and subscription businesses. Our platform is uniquely designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero (1) helps businesses understand how their customers use their product, (2) assesses their health and their likelihood to renew, and (3) gives the business the means to automate and personalize the customer experience through timely and relevant touchpoints, including in-app content. ChurnZero customers find instant ROI as their customer success managers are immediately more productive and better informed and their customers are getting better just-in-time service from the automated playbooks.
