Customer Success Manager

WhatConverts is a B2B SaaS company specializing in marketing attribution and lead tracking solutions. The Customer Success Manager partners with customers from onboarding through expansion, providing training, monitoring account health, driving adoption and retention, and helping clients achieve measurable value from the platform.

Responsibilities:

• Lead engaging onboarding meetings that set customers up for success, ensuring ROI and a long-term relationship
• Deliver strategic platform training directly tied to each customer’s needs and goals
• Conduct an in-depth needs analysis to ensure customers are optimally set up to achieve their goals and growth
• Monitor account health, identify risks early, and proactively guide customers to stronger outcomes
• Collaborate across internal teams to remove barriers, accelerate adoption, and drive customer value
• Serve as the primary point of contact for your Book of Business, building relationships rooted in trust and long-term value
• Identify and nurture opportunities for account growth and expanded platform usage
• Champion customer feedback internally to shape product enhancements and better customer experiences
• Play a key role in growing WhatConverts by increasing customer retention and satisfaction
• Maintain detailed records of customer interactions, health indicators, and progress against success metrics on the CRM

Requirements:

• 2+ years of customer success, onboarding, or account management experience within a SaaS or tech environment
• Strong technical aptitude — you enjoy learning, explaining, and troubleshooting software solutions
• Hands-on experience with CRM tools (Zoho, Salesforce, or similar) to manage customer relationships and success journeys
• Exceptional communication, facilitation, and relationship management skills
• Highly organized, proactive, and energized by helping customers succeed
• A natural passion for customer advocacy and a bias toward action