Job description
We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person.
“The entire customer journey. One platform”
What we value
Every CM.com colleague, connects to our 4 shared values:
Drive and Lead
You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.
Grow and Learn
The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others.
Together and Care
We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being.
Speed and Change
By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment.
The Role
As our Customer Lifecycle Manager for North America, you’ll own the full customer journey for every CM.com customer in the region — from the moment a deal closes through onboarding, adoption, and ongoing service and support. You’re the single point of accountability for getting new customers live fast and keeping existing customers getting value, so we retain and grow the NA book of business as CM.com scales in the region.
You will:
Own end-to-end onboarding for new NA customers, coordinating kickoff, implementation, and go-live so customers reach first value quickly and reliably.
Serve as the primary point of contact for service, delivery, and support across the existing NA customer base, resolving issues and coordinating with Support, Product, and Engineering to close the loop.
Build and manage renewal, adoption, and health-tracking processes that surface risk early and identify expansion opportunities across the portfolio.
Partner with Sales, Marketing, and Product leadership to translate customer feedback and lifecycle data into scalable playbooks that support CM.com’s growth in North America.
Use AI tools actively to improve your own work: experiment, automate, and share what works with your team.
Job requirements
5+ years of experience in customer success, account management, implementation, or service delivery, ideally in SaaS or a technology-enabled service business.
A track record of owning the customer relationship post-sale — onboarding, adoption, renewals, and escalation management — with measurable retention and growth outcomes.
Experience with CRM and customer success tooling (e.g., Salesforce, Gainsight, or similar), and comfort working cross-functionally with Support, Product, and Engineering.
Fluent in English; based in or near the Midwest or Eastern US, with flexibility to travel to customers and to our Breda, NL headquarters as needed.
Genuinely curious about AI: You’re actively experimenting with the newest models / products to supercharge yourself at work.
Believe you’d be a great fit for this role, even if you don’t tick every box? Reach out to our Recruitment team! We’d be happy to connect and see if we can make it work together.
Company Benefits
At CM.com, we believe in empowering our people to do what they love, excel at what they do, and make a meaningful impact. As a CM.com club member, you’ll have the following benefits:
A unique 3-days Global Onboarding program in our Headquarters in the Netherlands, a deep dive into the culture of CM.com.
Competitive base salary with performance-based incentives.
Comprehensive benefits package, including health, dental, and vision insurance.
Opportunities for professional growth and development in a fast-paced, innovative environment.
A collaborative and inclusive company culture that values diversity and creativity.
Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.
Requires 5+ years in customer success, account management, implementation, or service delivery; post-sale ownership, CRM and customer success tooling experience, fluent English, and willingness to travel.
Key Responsibilities
- owning onboarding
- managing renewals
- coordinating support
Skills & Tools
Salesforce, Gainsight
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — North America or New York or New York
- Languages: English
Benefits
- Generous parental leave
About CM.com
A technology company connecting conversations, customer data, and payments through AI-powered customer journey solutions. — Industry: Information Technology