Customer Success Manager

Customer Success Manager (Remote)
Role Summary
To make our customer retention vision a reality, we are hiring a Customer Support & Retention Leader to oversee and elevate the experience across a diverse portfolio of customers.
This role owns customer satisfaction, retention, and long-term value by combining deep knowledge of our platform, industry trends, and best practices with a strong understanding of customer needs. You will lead efforts to proactively identify and mitigate churn risk, while also transforming how customers engage with our support organization, from intake through resolution.
You will maximize the strength of each customer relationship by building rapport across all levels of the organization, from end users to executive stakeholders, while identifying opportunities to expand value, improve outcomes, and strengthen engagement.
This role serves as the Voice of the Customer (VOC), acting as both a trusted advisor and internal advocate to ensure customer feedback directly influences our product, content, and go-to-market strategies.
Key Responsibilities

• Customer Retention & Churn Reduction
• Own and drive customer retention outcomes, proactively identifying risks and executing strategies to reduce churn
• Develop and operationalize churn prediction models, customer health scoring, and risk segmentation frameworks
• Build and execute proactive retention playbooks (outreach, engagement campaigns, escalation paths)
• Partner closely with Sales on renewals, expansions, and at-risk account recovery
• Identify root causes of churn and drive cross-functional initiatives to address systemic issues
• Proactive Customer Engagement
• Establish a structured approach to ongoing customer engagement across the lifecycle
• Build credibility and trust by deeply understanding customer requirements and consistently delivering value
• Define touchpoints, success milestones, and intervention triggers
• Ensure high-value customers receive proactive, strategic support
• Drive improvements in customer adoption, usage, and overall satisfaction
• Act as a trusted advisor, leveraging product expertise, industry knowledge, and best practices to guide customers toward success
• Partner with Sales to identify and support expansion and upsell opportunities within the existing customer base

Customer Support Intake & Experience Transformation

Redesign and optimize the customer support intake process, including channels, forms, routing logic, and prioritization

Improve ticket triage accuracy, response times, and resolution quality

Implement scalable workflows, automation, and self-service solutions (knowledge base, guided support, etc.)

Reduce friction in how customers access support and ensure a consistent, high-quality experience

Establish and enforce SLAs and performance standards across support operations

Navigate and resolve complex or high-risk customer situations with confidence and accountability

Cross-Functional Leadership & Voice of Customer

• Translate customer insights into actionable improvements across Product, Marketing, and Content Services by building strong feedback loops that drive product enhancements, content improvements, and messaging alignment
• Partner with Product to prioritize fixes and features that directly impact retention
• Collaborate with Marketing and Content teams to improve customer education, onboarding, and self-service resources
• Data, Metrics & Operational Excellence
• Define and track key metrics, including churn rate, retention rate, customer health, NPS/CSAT, and support performance KPIs
• Use data to identify trends, risks, and opportunities for improvement
• Build dashboards and reporting to provide visibility into customer experience and retention performance
• Continuously refine processes to improve efficiency, scalability, and outcomes
• Team Leadership & Development
• Build, lead, and develop a high-performing customer support and retention team
• Establish clear goals, accountability, and performance expectations
• Coach team members on proactive engagement, customer communication, and problem-solving
• Foster a culture of customer obsession, ownership, and continuous improvement
• Demonstrate strong operational discipline with the ability to manage multiple priorities and workflows simultaneously

Qualifications/Required Experience

• 7+ years in Customer Success, Customer Support, or Customer Experience leadership roles
• Proven track record of reducing churn and improving customer retention
• Experience building or scaling support operations and intake processes
• Strong analytical skills with experience using data to drive decisions and outcomes
• Experience working cross-functionally with Sales, Product, and Marketing teams
• Preferred Experience
• Experience in SaaS or subscription-based business models
• Familiarity with customer success platforms, CRM systems, and support tools
• Experience implementing customer health scoring or lifecycle management frameworks

Key Competencies

• Strategic thinking with strong execution capability
• Customer-first mindset with a focus on long-term value
• Process design and operational optimization
• Data-driven decision making
• Cross-functional leadership and influence
• Strong communication and stakeholder management skills

Compensation/Benefits Information
Accuris states that the anticipated base salary range for this position is $100,000 to $120,000 + Bonus + Shared Equity. Final base salary for this role will be based on the individual's geographical location as well as experience and qualifications for the role. For more information on benefits, please reach out to the recruiter assigned to the role.
About Company Statement:
We provide the world's engineers mission-critical intelligence, safeguarding the technology of today and enabling the breakthroughs of tomorrow. Accuris transforms the world's largest repository of standards and supply chain data into AI-driven insights and connected workflows - enabling engineers to work smarter, stay compliant, and innovate faster. Behind every world-changing innovation - there's Accuris - the most trusted intelligence platform for engineers. https://accuristech.com/
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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