Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: US

Description

Responsibilities

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
• Meet and exceed net retention and gross churn targets for assigned accounts.
• Help customers translate their business use cases into company solutions.;
• Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times.
• Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account.
• Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence.
• Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
• Understand cancellations and document reasons.
• Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners.
• Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.
• Assist the renewal and account management teams in all renewal activities as needed.
• Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
• Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey.
• Provide feedback and support to the enablement team in their new initiatives, as necessary
• Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool).

About You

• You bring a strong understanding of Customer Success as both a discipline and a strategic function, with proven experience managing a book of business.
• You’re data-savvy and comfortable identifying trends and patterns to inform customer strategies and drive outcomes.
• You thrive in dynamic environments, embrace change, and are eager to adopt new processes and tools that improve the customer journey.
• You’re a continuous learner who enjoys understanding technology from the user’s perspective and applying that knowledge to help customers succeed.
• You stay current on industry trends and use that insight to elevate customer conversations and strategies.
• You’re familiar with leading Customer Success platforms and CRM tools such as Salesforce, ChurnZero, Planhat, or Gainsight.
• You understand key Customer Success metrics like Gross Retention, Net Retention, CSAT, and health scores—and know how to influence them.
• You’re results-driven, with a background in Customer Success, Account Management, or other customer-facing roles focused on retention, adoption, and growth.

Benefits

• Health, Dental, Vision & Pet Insurance
  • Dependent, Spousal and Domestic Partner coverage available
  • Up to $1000 Company HSA Contribution
  • Medical, Dependent Care and Limited FSA Accounts
• Income Protection and Replacement - 100% Company Paid
  • Short Term Disability
  • Long Term Disability
  • Life Insurance
• Employee Assistance Program
• Flexible PTO
• 401K with company match

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.