Customer Success Manager

Transfr is on a mission to help create pathways to career success. They are seeking a Customer Success Manager to manage a high-volume portfolio of customers, ensuring successful onboarding, adoption, and value realization of their platform.

Responsibilities:

• Portfolio Management: Manage a book of business exceeding 150 accounts by utilizing internal tools and automated workflows to provide consistent and high-quality support across the entire customer lifecycle
• Efficient Onboarding & Adoption: Leverage provided resources, playbooks, and technology to rapidly move customers from signature to "First Value," to ensure a streamlined onboarding experience that sets the foundation for long-term utilization
• Data-Driven Health Monitoring: Monitor customer health signals and automated triggers to proactively identify at-risk accounts. Prioritize outreach based on usage data and notifications to mitigate churn across a large portfolio
• Digital Engagement Strategy: Execute "one-to-many" communication strategies, such as office hours, automated email campaigns, and digital value reviews to drive engagement and adoption without sacrificing personalized quality
• Cross-Functional Collaboration: Partner closely with Account Management (AM) to hand off renewal-ready accounts and collaborate with Support and Product teams to resolve common technical hurdles at scale
• Operational Excellence: Maintain rigorous documentation and activity logging within the CSRM/CRM to ensure leadership visibility into the health and trends of the high-volume segment

Requirements:

• 3+ years of experience in Customer Success or Account Management, including 1 + year managing high-volume portfolios (100+ accounts)
• Experience using Customer Success automation platforms such as ClientSuccess, Gainsight, ChurnZero, or similar tools
• Strong written and verbal communication skills
• Experience onboarding customers
• Proven ability to build and maintain strong customer relationships
• Willingness and ability to travel periodically to customer and partner sites (approximately 25% travel)
• Experience supporting and presenting Quarterly Business Reviews (QBRs)
• Experience partnering closely with renewals or account expansion teams