Note: The job is a remote job and is open to candidates in USA. 8am is a company dedicated to empowering professionals with innovative technology solutions. The Customer Success Manager will guide customers through their lifecycle, driving adoption and supporting growth initiatives while serving as a trusted advisor to ensure customer satisfaction.
Responsibilities
- Guide customers through key stages of the customer lifecycle, including onboarding, adoption, value realization, expansion, and retention
- Lead and support the development, execution, and monitoring of customer success plans across digital and hybrid engagement models
- Proactively identify risks and opportunities through customer data, usage trends, and engagement signals
- Drive customer engagement and adoption of core workflows, features, and solutions to maximize realized value
- Support retention and growth initiatives by reinforcing best practices, expansion pathways, and renewal readiness
- Collaborate with cross-functional teams to share customer insights and influence roadmap and programs
- Serve as a customer advocate and voice of the customer within the organization
- Provide consultative guidance to customers on optimizing their use of 8am solutions
- Support scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys
- Monitor customer health indicators, engagement levels, and success milestones
- Contribute to continuous improvement of Customer Success playbooks, processes, and digital programs
- Maintain timely and accurate documentation in customer success platforms and CRM systems
- Serve as a brand ambassador in all customer interactions
Skills
- 3+ years of experience in Customer Success, Account Management, SaaS Support, or a related customer-facing role
- Strong ability to analyze customer data and translate insights into action
- Proven ability to build trust and credibility with customers in remote and scaled environments
- Excellent written and verbal communication skills
- Strong organizational, prioritization, and time management skills
- Comfortable learning and navigating new technologies and systems
- Ability to work effectively in a fast-paced, evolving environment
- SaaS experience required
- Experience working in digital-first or hybrid customer engagement models
- SaaS experience preferred; payments, fintech, or legal industry experience preferred
- Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
Benefits
- Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans
- 100% company-paid HDHP plan for employees
- Financial perks: competitive compensation and benefits package
- Annual bonuses
- Equity options
- 401(k) or RRSP if in Canada, with a company match for all team members
- Flexible Time Off
- Paid holidays
- Parental leave program for our new parents
- Wellness stipends
- Mental health support
- One-on-one nutrition coaching
- Continuous learning through 8am.edu
- Leadership programs
- Professional development funds
- Individually focused talent development
- Charitable matching gift program
- Paid time off for volunteer service
- Company-sponsored volunteer events (both local and virtually)
- Virtual and in-person team-building events
- Quarterly award recognition through our Rise & Shine Award of Excellence Program
- Peer-to-peer appreciation platform
Company Overview