[Hiring] Customer Success Manager @Factored

Role Description

We are looking for a strategic, client-focused Customer Success Manager to support a portfolio of enterprise accounts at Factored. In this role, you will be responsible for driving customer satisfaction and retention, while supporting expansion across high-value accounts.

• Manage the customer success of a portfolio of strategic, enterprise, and mid-market accounts, driving long-term client satisfaction and retention.
• Act as the internal owner of account health, ensuring continuous alignment between client expectations, engineer performance, and Factored delivery standards.
• Support Account Directors or Account Executives internally on delivery tasks to drive net new revenue or revenue expansion from existing accounts.
• Monitor customer health metrics and qualitative feedback to proactively identify churn risks and expansion opportunities.
• Maintain visibility into delivery health across accounts, including engineer ramp-up, performance feedback, and engagement signals, ensuring teams are aligned with client expectations.
• Partner with engineering leads and CTLs to identify early delivery risks and coordinate mitigation plans before they impact account health.
• Serve as the customer success point of contact for key stakeholders and engineering managers, collaborating closely with the Account Director or Account Executive to establish strong client connections.
• Support Account Director or Account Executive on Quarterly Business Reviews (QBRs), providing data-driven insights, case studies, and strategic recommendations in collaboration with our engineers working with the client.
• Align client objectives with Factored’s delivery capabilities to ensure measurable business impact.
• Identify upsell and cross-sell opportunities in partnership with Account Directors and Account Executives.
• Support Account Director or Account Executive in fulfilling new won deals and executing renewals.
• Navigate complex stakeholder environments and manage escalations effectively.
• Collaborate cross-functionally (GTM Team, Delivery, Recruiting, Legal, Finance) while maintaining accurate CRM data and reliable forecasting.
• Maintain accurate CRM data, account documentation, and reliable forecasting to support strategic decision-making.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Client Partnerships within tech, staffing, or professional services, with engineer staff augmentation preferred.
• Experience managing strategic, enterprise, and mid-market accounts (ideally $1M+ in annual revenue).
• Strong understanding of staff augmentation, AI, data, and/or software development environments.
• Experience working closely with engineering teams or technical stakeholders to support delivery outcomes.
• Proven track record of driving retention and expansion within existing accounts.
• Ability to manage complex stakeholder relationships and executive-level conversations.
• Data-driven mindset with experience using CRM tools (HubSpot, Salesforce, etc.).
• Excellent communication skills in English +C1 (written and verbal).
• Strategic thinker with hands-on execution capability.
• High ownership mentality with proactive problem-solving and strong cross-functional collaboration skills.

Benefits

• Ownership through equity participation.
• Annual company retreat.
• Education bonus for continuous learning.
• Company-wide winter break.
• Paid time off.
• Optional in-person events and meetups.
• Tailored career roadmaps.
• High-performance culture.