Customer Success Manager

ServiceCore is hiring a Customer Success Manager to support its Enterprise and strategic customers as their primary point of contact and trusted advisor. The role focuses on customer health, retention, renewals, product adoption, and growing customer relationships, while using data, AI, and cross-functional collaboration to scale engagement.

Responsibilities:

• Partner with your customers to understand their goals and business practices, then make sure they get the most value from our products
• Own the renewal process for your book of business, from early risk identification through signed renewal
• Lead quarterly business reviews (QBRs) with your customers and executive business reviews (EBRs) with our top accounts to align on goals, show value and plan ahead
• Use data to drive engagement. Use ChurnZero health scores, dashboards and usage patterns to spot risk early and drive product adoption
• Turn customer conversations into insights. Use Gong to understand call trends, follow through on commitments and bring the customer’s voice to internal teams
• Work smarter with AI and automation. Use tools like Claude, ChurnZero, Gong and Slack to automate repetitive work, prepare for meetings and surface what you need to know about your book of business
• Be the customer’s voice internally. Partner with Implementation, Support, Product, Sales and Marketing to share feedback and make the right connections
• Anticipate customer needs and challenges, and bring proactive solutions before they become problems
• Spot growth opportunities and partner with Sales to bring them forward
• Build processes that scale with a growing customer base, and share what’s working with the team
• Drive satisfaction, loyalty and advocacy that turns customers into ServiceCore champions

Requirements:

• 3–5 years of customer success experience at a growth-stage SaaS company, ideally through a period of rapid scaling
• Experience managing Enterprise or strategic accounts, including owning renewals and leading QBRs/EBRs
• Strong project management and relationship-building skills
• A bias toward efficiency
• Curiosity and comfort with AI tools. You're already using them, or excited to, to work smarter and scale your impact
• Hands-on experience with a modern CS tech stack:
  • CRM (e.g., Salesforce)
  • CS platform (e.g., ChurnZero, Gainsight)
  • Conversation intelligence (e.g., Gong)
  • Support tools (e.g., Pylon)
  • Internal communication (e.g., Slack)
• Excellent written and verbal communication, and the ease to build trust quickly with anyone from owner-operators to executives
• A strong team player who is also a self-starter and can work on your own
• You thrive in a fast-paced, changing environment and like experimenting with new ideas
• Empathy. You want to help customers succeed and become ServiceCore champions