[Hiring] Customer Success Manager @PSD

Role Description

The Customer Success Manager is responsible for managing an assigned portfolio of customers and supporting their successful adoption, engagement, and ongoing use of the company’s software solutions. The role serves as a primary point of contact for customers and works proactively to understand customer needs, address risks, support retention, and promote customer value.

The Customer Success Manager collaborates with internal teams, including Sales, Marketing, Services, Product, and Operations to coordinate customer needs and ensure a consistent customer experience.

Job Duties & Responsibilities

• Customer Portfolio Management
  • Manage an assigned portfolio of customers and maintain regular engagement based on customer needs, account health, and established Customer Success practices.
  • Develop and maintain strong working relationships with customer stakeholders.
  • Maintain accurate customer information, account plans, activities, and next steps within the company’s CRM and related systems.
  • Prioritize customer activities based on account needs, business objectives, engagement, and risk indicators.
• Customer Engagement and Adoption
  • Support customers in achieving their business objectives through effective use and adoption of the company’s software.
  • Conduct regular customer meetings, check-ins, and business reviews as appropriate.
  • Identify opportunities to increase product utilization and customer engagement.
  • Provide customers with relevant resources, education, and guidance to support successful product adoption.
• Customer Health and Retention
  • Monitor customer health indicators, including product usage, engagement, customer feedback, and other available account data.
  • Identify potential risks to customer satisfaction, adoption, and retention and escalate or address them in a timely manner.
  • Develop and execute appropriate customer action plans in collaboration with internal teams.
  • Support customer retention and renewal activities in partnership with Sales, Account Management, or other appropriate teams.
• Customer Issue Resolution
  • Serve as a customer advocate by coordinating with internal teams to address customer questions, concerns, and challenges.
  • Facilitate appropriate escalation of customer issues and maintain communication with customers through resolution.
  • Follow up on open issues and commitments to ensure appropriate and timely resolution.
• Cross-Functional Collaboration
  • Partner with Sales, Account Management, Support, Implementation, Product, and other internal teams to support customer needs.
  • Communicate relevant customer feedback, trends, and product needs to appropriate internal stakeholders.
  • Contribute customer insights that may inform product, service, and process improvements.
• Process and Operational Excellence
  • Follow established Customer Success processes, methodologies, and documentation standards.
  • Maintain timely and accurate customer records and activity within applicable systems.
  • Contribute feedback and recommendations to improve Customer Success processes, tools, and resources.
  • Participate in team initiatives and projects designed to improve customer experience, adoption, and retention.

Qualifications

• 1-3 years of experience in Customer Success, Account Management, Customer Support, SaaS, or another customer-facing role.
• Strong written and verbal communication skills.
• Demonstrated ability to build and maintain effective customer relationships.
• Strong organizational skills and the ability to manage multiple customers, priorities, and deadlines.
• Ability to identify customer needs, assess issues, and develop appropriate next steps.
• Ability to work collaboratively with cross-functional teams.
• Proficiency with CRM systems and standard business productivity tools.

Preferred Qualifications

• Experience working with SaaS or technology products.
• Experience managing a portfolio of customers.
• Experience supporting customer renewals or retention initiatives.
• Experience working with local, state, or other public-sector organizations.
• Familiarity with customer health metrics, product usage data, or Customer Success platforms.

Benefits

• Competitive Compensation: We offer competitive salaries that recognize your skills and experience.
• Wellness Coverage: Enjoy a comprehensive health and wellness benefits package that keeps you and your family secure and healthy.
• Flexible Working: Work where you thrive! Enjoy remote work flexibility (specific regional options apply) while staying connected to our supportive team.
• Work-Life Balance: Benefit from Flex Hours to manage your personal life and Paid Time Off (PTO) so you can fully recharge.
• Unwind Early: Say hello to summer with our popular Summer Fridays—shorter work weeks to help you kick-start the weekend.
• Culture & Community: Participate in fun social events (both virtual and in-person) and contribute to charity initiatives as part of our community focus.
• Career Growth: Our Career Framework provides clear, structured paths for growth and ongoing learning, ensuring you reach your professional goals.

The Candidate Journey

• Resume Review: Once you apply, an actual person will review your resume and we are committed to getting back to you with a response.
• Phone Interview: PSD’s People and Culture team will connect with you to learn about your experience and discuss the role further. They’ll also give you an understanding of what the interview process involves, along with an estimated timeline.
• Virtual Interview: Depending on the position, there will be one or two interviews with the Hiring Team that will include questions related to your skills, work experience, values, and goals. We provide the opportunity to meet with a wide range of staff members so you can learn more about life at PSD Citywide.
• Offer/Feedback: The Hiring Team will debrief and make a decision within a few days of your final interview. If successful, your Recruiter will present you with a verbal offer, followed by a formal offer letter via email. If the timing was not right for this particular opportunity, we will connect with you to let you know.