Note: The job is a remote job and is open to candidates in USA. EasyLlama is on a mission to end checkbox compliance by building an AI-powered Human Risk Management platform. The Customer Success Manager will manage a portfolio of larger customer accounts, focusing on retention, adoption, and growth while serving as the primary point of contact throughout the customer lifecycle.
Responsibilities
- Own a portfolio of customer accounts, serving as their primary point of contact throughout the customer lifecycle
- Manage the renewal process end-to-end, forecasting accurately and driving on-time renewals
- Identify and drive upgrade and expansion opportunities within your book of business
- Develop and execute success plans that align customer goals with product adoption
- Drive product adoption through proactive outreach, training, and strategic guidance
- Monitor account health and get ahead of risk before it becomes churn
- Build strong, trusted relationships with key stakeholders and champions at each account
- Partner cross-functionally with Support, Onboarding, and Product to ensure a seamless customer experience
- Maintain clean, accurate data across CRM tools to support forecasting and reporting
Skills
- 4-6 years in Customer Success, Account Management, or another customer-facing role
- Strong written and verbal communication skills
- A proactive mindset, someone who thinks beyond the playbook and brings fresh ideas and strategies to their book of business
- Comfortable managing renewal, upsell and forecasting processes
- Consultative approach, able to understand customer goals and connect them to product value
- Highly organized with strong attention to detail
- Resourceful and proactive, looking for opportunities and solving problems before they're asked of you
- Familiarity with Hubspot
- Experience building CS playbooks, templates, or processes to scale team effectiveness
- Experience working in a SaaS environment
Benefits
- Flexible, fully remote environment
- Competitive employer-sponsored health insurance
- 401(k) + company matching
- Professional development reimbursements
- Quarterly remote work stipend
- Annual wellness stipend
- PTO
- Monthly team events to nurture connection!
Company Overview