Customer Success Manager

STEAMe is a workforce technology company turning fragmented systems into engines of economic advancement.  Our roots in NowPow—a nationally recognized social care referral platform that connected 13 million people to vital care services—taught us how to deliver multi-sided platforms that power complex ecosystems. We channel that expertise into STEAMe, with purpose-built workforce solutions that close data and process gaps, connect stakeholders, and accelerate job placement and prosperity at scale.

As the Customer Success Manager, adopt STEAMe deeply, see measurable value, and stay successful and satisfied long-term. You will quarterback the customer relationship post sale. This includes coordinating with STEAMe departments to implement STEAMe, train, provide product support and resources, monitor—making sure customers have a smooth customer experience. You’ll serve as a strategic partner to customer leaders, guiding them through best practices, progress toward goals, and the moments that matter most for retention and growth. You will also own renewals and expansion, ensuring renewal revenue is locked in through proactive planning and customer management—while identifying opportunities to upsell, expand usage, and grow the partnership over time.
Because we’re a fast-growing and agile startup, you’ll work cross-functionally to deliver outcomes—partnering with Implementation for smooth handoffs, Product Support for escalations, and Product/Engineering to bring forward customer insights that shape improvements and roadmap priorities. You’ll turn customer needs into clear action plans, helping customers move from “we’re using it” to “we’re creating impact with it.”

If you thrive on building trust, driving adoption, and translating customer goals into real results—this role is for you. Bonus points if you’re a seasoned relationship-builder who is energized by helping customers succeed at scale.
Responsibilities

• Own post-launch customer relationships: success planning, adoption, expansion, and retention strategy
• Run regular customer touchpoints and business reviews to track progress and outcomes
• Monitor usage trends and customer health; intervene when adoption dips
• Own ongoing customer training strategy post-launch, including refreshers and new feature rollouts
• Drive continuous enablement to improve adoption, workflow consistency, and impact
• Partner with Support/Implementation to ensure smooth handoffs and escalation management
• Capture customer feedback and advocate internally to improve product experience
• Identify expansion opportunities and help support renewals where appropriate
• Track success metrics (health scores, engagement, milestones, renewal signals)

• 3–6+ years in Customer Success, account management, or SaaS customer management
• Work experience in social impact, tech start-ups, workforce development, or SaaS a plus
• Confident customer-facing presence with a consultative communication style
• Experience with CRMs or Customer Success software
• Data-comfortable: usage metrics, success measurement, and proactive outreach
• Able to manage multiple accounts independently 
• Excellent verbal and written communication skills and stakeholder management skills
• Creative thinker with a passion for improving user experience
• Excellent collaborator with a service-first mindset

Environmental Job Requirements & Working Conditions

• Based in Chicago, IL
• Hybrid work environment — 3 days remote, 2 days in-office
• Up to 20% travel for client and partner engagements

The target pay range for this role is: $75,000 - $90,000. This salary range represents our target hiring range for this role. Final compensation will be determined based on a variety of factors, including experience, skill set, and alignment to the role’s scope and level.

Diversity and Inclusion

STEAMe is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer.