Note: The job is a remote job and is open to candidates in USA. LevelBlue, a managed security services provider, delivers AI-powered security operations, threat intelligence, and cybersecurity services. The Customer Success Manager will manage a customer portfolio, build relationships, support customer outcomes, and coordinate renewals. The role focuses on retention, churn prevention, customer health monitoring, and collaboration with internal teams.
Responsibilities
- Serve as the primary point of contact for an assigned portfolio of customers
- Build trusted relationships with customer stakeholders and end users
- Conduct regular customer check-ins, business reviews, and success planning sessions
- Develop an understanding of customer goals, challenges, and use cases
- Proactively identify and address customer concerns before they become escalations
- Partner with Support, Product, and Sales teams to resolve customer issues
- Create and execute customer success plans for key accounts
- Encourage participation in customer advocacy programs, case studies, and reference opportunities
- Maintain accurate customer records within CRM and Customer Success platforms
- Track customer health scores, engagement metrics, and success milestones
- Provide feedback to leadership regarding customer trends, risks, and opportunities
- Manage a queue of assigned customer renewals
- Initiate renewal discussions 90-120 days before contract expiration
- Review renewal opportunities and identify potential risks
- Partner with Sales and Account Management teams on renewal strategies
- Identify at-risk customers and develop action plans to improve retention
- Communicate renewal timelines, pricing, and contract requirements
- Assist with renewal forecasting and pipeline reporting
- Support negotiation discussions within established approval guidelines
- Ensure contracts and renewal documentation are completed accurately
- Maintain renewal records and update CRM systems
- Track renewal status and escalate risks appropriately
Skills
- * 1-3 years of experience in Customer Success, Account Management, Sales, Customer Support, or related customer-facing role
- * Strong communication and relationship-building skills
- * Excellent organizational and time-management abilities
- * Experience using CRM systems such as Salesforce, HubSpot, or similar platforms
- * Ability to manage multiple priorities and customer relationships simultaneously
- This role is open to candidates legally authorized to work in the United States
- * Experience in a SaaS, technology, or subscription-based business
- * Understanding of customer lifecycle management and renewal processes
- * Experience working with customer health metrics and retention strategies
- * A high school diploma or equivalent is required; a college or university degree is a plus
Benefits
- Comprehensive medical, dental, and vision insurance.
- 401(k) with employer matching.
- Generous paid time off and holidays.
- Flexible spending accounts and health savings accounts.
- Employee assistance programs.
- Training and development opportunities.
- Adoption assistance program.
- Flexible work and bringing people together in person for key moments based on role, team, and business needs.
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