Note: The job is a remote job and is open to candidates in USA. Bonusly helps organizations improve employee engagement through meaningful, habitual, and connected employee recognition. The Customer Success Manager will own the growth, retention, and overall success of a mid-market customer portfolio, while driving renewals, expansion, launches, adoption, and scalable customer engagement initiatives.
Responsibilities
- Manage a portfolio of ~100 customers in the mid-market space throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform
- Take the reins on critical customer success metrics, including renewal, expansion, and upsell
- Project manage customer launches and consult on best practices for effective user adoption
- Influence customers to effectively utilize Bonusly and expand their usage. Driving Adoption requires active planning and expertise with organizational change
- Look beyond 1:1 interactions to design and/or support one-to-many engagement initiatives. You will build new strategies that maximize adoption, product education, and ongoing value across our broader customer base
- Act as an internal champion for our users while balancing Bonusly’s business goals. You will synthesize customer feedback, pain points, and success stories, sharing these insights cross-functionally to directly influence our product roadmap and company strategies
- Support various Customer Success projects as needed
Skills
- Have a strong drive to understand clients' business goals, anticipate future needs, and work relentlessly to help your clients achieve success
- Have a retention mindset with a track record of handling renewals and upselling
- Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions
- Are a wiz at looking for patterns in customer communications and experiences to create actionable feedback for the company
- Are well-organized and detail-oriented, with a keen understanding of project management
- Adept with standard business tools and practices, and able to learn new ones quickly
- Thrive working autonomously and as part of a team
- Have 3+ years of experience as a CSM handling a book of business including renewal management
- Are familiar with Claude, Gemini, ChatGPT, ChurnZero, Hubspot, and/or other SaaS tools
- Have experience in HR or related fields
Benefits
- Variable compensation based on retention
Company Overview