Customer Success Manager

Role Overview

• Serve as the primary point of contact for approximately 100 Corporate segment clients.
• Manage your book proactively, using health scores, engagement signals, and account data to prioritize your time and outreach rather than defaulting to whoever is loudest.
• Build multi-threaded relationships across your portfolio, connecting consistently with both day-to-day users and decision-makers.
• Establish mutual success plans that define success in the client's own terms (time saved, money saved, workflow improvements) and check in against those milestones regularly.
• Establish a value baseline early in each client relationship, document where they start, and track progress over time.
• Develop the habit of connecting every meaningful interaction back to a core value driver.
• Support and contribute to the renewal motion by keeping value documentation current and building a clear, defensible value narrative for each account.
• Drive adoption of Aspire's core product modules and guide clients toward usage depth that maps to their specific workflows and outcomes.
• Translate platform capabilities into client-specific value, not abstract feature descriptions.
• Monitor account health and escalate risk signals early. Use established playbooks to create action plans for at-risk accounts.
• Identify natural expansion signals within your book and surface them to your manager with a point of view. Support the commercial motion by flagging opportunities for additional services and contributing to CSQL pipeline.
• Partner closely with Sales, Implementation, Product, and Support to ensure clients are well-served across their lifecycle. Surfacing client feedback in a timely, specific, and constructive way.

Requirements

• 2–4 years of experience in customer success, account management, or a related client-facing role, preferably in B2B SaaS or landscaping
• A customer value and business outcome-driven mindset: you think in terms of ROI, not just activity
• Strong written and verbal communication skills, with the ability to adapt your style to different audiences (field operators, business owners, executives)
• Demonstrated ability to manage a high-volume book of business with structure and attention to detail
• Comfort working in a fast-paced environment where you'll need to triage proactively and operate with a high degree of autonomy
• A solutions-first attitude: you bring proposed paths forward, not just problems
• Proficiency in CRM tools, preferably Salesforce
• Experience with Gainsight or similar CS platforms is a plus
• Experience owning commercial renewal cycles, including renewal conversations, risk identification, and negotiation in partnership with sales, is a plus

Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.