Job Description

Customer Success Manager

Westlake, TX (Hybrid On-site Tuesday to Thursday, Remote Monday & Friday)

Experience Level: Mid-Senior

About the Role

We are seeking a Senior Strategic Customer Success Manager (CSM) to own the customer lifecycle for a set of strategic accounts. This includes onboarding, implementation, adoption, and renewal. As a trusted advisor and customer advocate, the CSM ensures customer objectives are met and long-term business value is achieved.

The role requires strong relationship-building skills, technical aptitude, and proven experience in customer success within a SaaS or technology-driven environment.

Key Responsibilities

• Own and manage the customer lifecycle from onboarding to renewal.
• Proactively anticipate customer needs and ensure successful adoption of solutions.
• Act as a trusted advisor and advocate for customers, ensuring business value is delivered.
• Collaborate with internal teams (Sales, Account Executives, Account Managers) to execute customer success plans.
• Monitor customer health, usage, and satisfaction using provided tools and take timely corrective actions.
• Lead customer-facing activities: business reviews, trainings, webinars, and demos.
• Prepare and facilitate strategic and supportive interactions with key accounts.

Must-Have Qualifications

• Bachelors Degree in Sales or equivalent professional experience .
• 3-5 years of progressive customer success experience (or similar fields such as sales, professional services, consulting, technical enablement).
• Hands-on experience with Gainsight and Salesforce .
• Experience implementing new processes within customer success.
• Background in workforce development, skills-based learning, or EdTech .

Desired Skills & Attributes

• Strong relationship-building skills, including experience at the C-Level .
• Excellent communication, customer service, and presentation skills.
• Knowledge of SaaS environments and related business processes.
• Ability to prioritize effectively in a fast-paced, entrepreneurial setting.
• Organized, self-motivated, and comfortable managing multiple priorities.
• Willingness to travel up to 50% , depending on business needs.

Work Model

• Hybrid: On-site at Westlake/Dallas, TX office TuesdayThursday.
• Remote Flexibility: Mondays and Fridays.
• Designed to foster collaboration, decision-making, and team culture while maintaining flexibility.

Why Join

• Mission-driven organization with a culture of trust, autonomy, and collaboration.
• Commitment to diversity, inclusion, and continuous learning.
• Competitive consultancy compensation packages.
• Access to professional development opportunities and a supportive team environment.

This consultancy role is an excellent opportunity for an experienced Customer Success Manager to make a strategic impact while working in a hybrid setup in Westlake, TX.

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