Customer Success Manager

EasyLlama is on a mission to end checkbox compliance by building an AI-powered Human Risk Management platform. The Customer Success Manager will manage a portfolio of larger customer accounts, focusing on retention, adoption, and growth while serving as the primary point of contact throughout the customer lifecycle.

Responsibilities:

• Own a portfolio of customer accounts, serving as their primary point of contact throughout the customer lifecycle
• Manage the renewal process end-to-end, forecasting accurately and driving on-time renewals
• Identify and drive upgrade and expansion opportunities within your book of business
• Develop and execute success plans that align customer goals with product adoption
• Drive product adoption through proactive outreach, training, and strategic guidance
• Monitor account health and get ahead of risk before it becomes churn
• Build strong, trusted relationships with key stakeholders and champions at each account
• Partner cross-functionally with Support, Onboarding, and Product to ensure a seamless customer experience
• Maintain clean, accurate data across CRM tools to support forecasting and reporting

Requirements:

• 4-6 years in Customer Success, Account Management, or another customer-facing role
• Strong written and verbal communication skills
• A proactive mindset, someone who thinks beyond the playbook and brings fresh ideas and strategies to their book of business
• Comfortable managing renewal, upsell and forecasting processes
• Consultative approach, able to understand customer goals and connect them to product value
• Highly organized with strong attention to detail
• Resourceful and proactive, looking for opportunities and solving problems before they're asked of you
• Familiarity with Hubspot
• Experience building CS playbooks, templates, or processes to scale team effectiveness
• Experience working in a SaaS environment