Customer Success Manager

The Customer Success Manager (CSM) on the Relationship Management Team is responsible for all the activities related to helping our customers achieve their goals through the effective use of ClearPoint’s strategy reporting software.  The CSM will own and manage the success of a portfolio of assigned ClearPoint customers and deliver consistent value across the entire customer lifecycle, which in turn leads to high renewal rates and expansion opportunities.   

The CSM is responsible for hosting quarterly business reviews, executing Playbooks and processes as established by Customer Success leadership, and operating at the tactical and collaborative levels with customers in their portfolio of accounts.   

Customer Success Managers are expected to work together with Technical Account Managers to support onboarding and facilitate any other technical project that meets the customer’s needs.  Exceptional communication, creative problem solving, root cause analysis, and relationship skills are needed to be successful in this engaging position.   

Responsibilities 

• Build strong customer relationships by maintaining high levels of engagement and communication throughout the entire customer lifecycle 
• Help customers set business outcome goals and track the progression of goal achievement and reduce time to value  
• Contribute to the strategic direction of team through leading and participating in related internal initiatives 
• Own customer renewals, expansion, and customer satisfaction with an eye toward positive or negative trends and process improvement 
• Provide feedback on existing products and contribute to the design of new product features 
• Work cross-functionally with Sales, Marketing, and Product to represent the voice of the customer and potential solutions to help customers get time to value quicker 
• Foster a strong team environment by promoting and maintaining high work standards 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Key Result Areas 

• Onboarding: Understand customer needs and desired outcomes to advise on implementation and strategy. Ensure customer voice is heard while helping set expectations on timelines and scope of deliverables. 
• Adoption: Help customers ensure quantifiable value realization from their use of ClearPoint throughout the customer lifecycle and with the adoption of emerging features and functionality 
• Retention: Decrease customer churn by making sure customers renew their relationship with us 
• Expansion: Expand the customer’s existing account revenues toward team goal 
• Partner with TAMs on ClearPoint customer portfolio overseeing $1M+ of customer revenue  
• Renewal rates about 90% 

Preferred Education and Experience  

• 2-5 years of experience in Account Management or SaaS Customer Success roles required 
• Customer-facing experience within a subscription business technology company is required 
• Extensive knowledge of Microsoft Office Suite required 
• Bachelor's degree, or seven years of relevant work experience is preferred 
• Background in strategy and performance management is preferred 
• Knowledge of CRM platforms, including Planhat and Salesforce a plus 
• Experience working with customers in local government is preferred 

Hybrid Work Breakdown

1. In Office (3 Days): Departmental and Team Meetings, Training and Upskilling, Collaborative Work, Customer requests and calls, Individual project work, Customer deliverables 
2. Remote (2 Days): Customer requests and calls, Individual project work, Customer deliverables 

Base Salary Range

• $70,000 - $90,000
• Performance-based bonus program 

• Competitive salary commensurate with your experience
• Performance-based bonus program
• 100% paid health insurance & dental insurance
• 401(k) program
• Open vacation policy
• Professional development, training, and mentorship programs

• Chance to get in on the “ground floor” of a tech company with startup energy
• Ability to make a difference from day one
• Fantastic colleagues and customers
• Employee referral bonuses to encourage the addition of great new people to the team
• Team events and offsite retreats
• Company organized volunteer days

Eligibility Requirements

• Candidates must live within commuting distance of our Arlington, VA office. 
• Employment is contingent upon successful completion of federal work authorization verification. We don't offer visa sponsorship.
• Employment is contingent upon successful background and reference checks.

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