[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Wellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research and innovation operations. The Customer Success Manager plays a vital role in supporting enterprise customers, managing their success throughout their lifecycle, and proactively identifying growth opportunities while mitigating churn risks.

Responsibilities

• Manage a full book of business, serving as the lead and advisor for assigned customers
• Develop and execute comprehensive Customer Success Plans that align product capabilities with the customer’s business objectives
• Proactively identify churn risks and develop “get well” plans
• Lead renewal conversations, identify expansion opportunities, and partner with Sales to finalize expansions
• Educate customers on product features, updates, and best practices to maximize value and adoption
• Track customer usage and engagement to identify risks, opportunities, and areas for improvement
• Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests
• Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention
• Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools
• Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary
• Identify gaps in customer lifecycle and suggest improvements to internal workflows
• Act as the ‘voice of the customer’ to Product, providing structured feedback and data-backed feature requests
• Promote customer awareness of new features, enhancements, and recommended workflows

Skills

• Bachelor's degree preferred, with 2-4 years of experience in Customer Success, Account Management, or a related SaaS role
• Strong communication and interpersonal skills with the ability to build positive customer relationships
• Proven ability to manage difficult conversations and build relationships with mid-level management at customer organizations
• Excellent problem-solving abilities and attention to detail
• Ability to prioritize tasks in a fast-paced, dynamic environment
• Enthusiastic, self-motivated, and eager to learn
• Familiarity with SaaS applications or enterprise customer environments
• Experience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight)
• Exposure to customer onboarding, support, or training activities

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