[Hiring] Customer Success Manager @Elite Technology

Role Description

The Customer Success Manager at Elite is a high-impact role focused on ensuring customers fully realize the value of our products and services. This position requires a high level of performance in customer success and SaaS environments, including driving product adoption, retention, and expansion through proactive customer engagement. A core aspect of this role will be delivering education and enablement initiatives to empower customers with the knowledge and tools they need to maximize their success with Elite’s offerings.

Work Arrangement: Remote. This role requires the individual to be based in Eastern Standard Time (EST) or Central Standard Time (CST) time zone.

Responsibilities

• Drive Adoption & Value Realization: Proactively engage with customers to ensure they are utilizing Elite’s solutions effectively and benefiting from all available features.
• Customer Management: Develop and maintain strong, long-term relationships with customers to drive satisfaction, renewals, and expansion opportunities.
• Retention Focus: Collaborate closely with customers to address their needs and concerns, ensuring high retention rates and identifying at-risk accounts for early intervention.
• Customer Education & Enablement: Deliver customized training programs, webinars, and "power hour" sessions to help customers deepen their product knowledge and improve their workflows.
• Proactive Communication: Regularly check in with customers to offer updates, gather feedback, and provide solutions that enhance their experience.
• Collaboration with Sales, Services & Support Teams: Work closely with internal teams to share customer insights, optimize service delivery, and drive growth opportunities.
• Perform other duties as assigned to support the overall goals and objectives of the department/company.

Qualifications

• Bachelor's Degree or equivalent education and experience.
• 3–5 years of experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors.
• Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies.
• Experience in delivering advanced customer education and enablement programs, including onboarding, ongoing training, and strategic and tactical workshops that foster deeper product adoption and usage.
• Understanding of customer success metrics and the ability to leverage data to inform strategy, optimize customer engagement, and achieve business outcomes, such as retention, expansion, and upsell.
• Demonstrated expertise in risk management, implementing proactive strategies to mitigate churn, and successfully turning around at-risk accounts.
• Strong cross-functional collaboration skills, with a history of working closely with Sales, Product, and Engineering teams to align customer success strategies with broader organizational goals.
• Experience influencing C-suite executives and key decision-makers to achieve account expansion and strategic partnership goals.
• Deep proficiency in customer success software (e.g., Salesforce, Gainsight) and other analytics tools to manage account health, performance, and engagement efforts at scale.
• Ability to travel up 10–25% as business needs require.
• Role requires the following physical capacity: Sedentary: primarily desk/computer work.
• Must be legally authorized to work in the United States; Elite does not provide employment sponsorship for this position.

Benefits

• Competitive Compensation Package ($112,500-$125,000 base salary + variable component)
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program