Description
ActivTrak is seeking a Customer Success Manager (CSM) to strategically manage and grow our MME customer portfolio. In this role, you'll build strong customer relationships, drive successful outcomes, and ensure satisfaction, retention, and expansion through white-glove 1:1 customer success methodologies.This position is ideal for professionals who excel in fast-paced environments and have experience efficiently managing a mid-market/enterprise book of business using tailored strategies.
Key Responsibilities
Technical Excellence:
- Develop deep product knowledge to map features to business outcomes and communicate roadmap insights
- Apply industry expertise to address customer challenges and position solutions against competitive offerings
- Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams
- Manage technical integration understanding and basic troubleshooting
- Create and maintain detailed customer-facing documentation and resources
Revenue Growth & Business Development:
- Identify and execute expansion opportunities by developing new use cases over time
- Create commercial solutions tailored to evolving customer needs
- Develop and implement effective renewal strategies
- Build multi-threaded CxO relationships to penetrate accounts strategically
- Collaborate with sales on handoffs and growth opportunities
Customer Engagement & Management:
- Implement scalable customer success workflows and operational excellence
- Develop custom training programs and measure their effectiveness
- Monitor customer health metrics to identify and mitigate risks
- Conduct strategic business reviews and success planning sessions
- Advocate for customers by providing product feedback to internal teams
Leadership & Communication:
- Build trust with key stakeholders through executive-level interactions
- Communicate clearly and concisely in both written and verbal formats
- Demonstrate critical thinking and develop creative solutions
- Guide customers through organizational change and address resistance
- Make autonomous decisions while knowing when to escalate appropriately
Requirements
- 3+ years of experience in Customer Success or related roles with MME customers
- Proven ability to manage numerous accounts using CS tools and methodologies
- Track record of driving retention, upsells, and renewals within a scalable model
- Strong data analysis skills to optimize account performance
- Excellent cross-functional collaboration abilities
- Experience with conflict resolution and crisis management
- Exceptional presentation skills and data storytelling abilities
- Strong time management and prioritization skills
Benefits
Work Environment
- Remote position within US
- Minimal travel required
- Limited physical demands
ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable laws.
