The Customer Success Manager will manage strategic accounts ensuring customer satisfaction, retention, and growth by acting as an advisor and coordinating with internal teams.
We are seeking a Customer Success Manager (CSM) to own and grow relationships with our top 30–40 high‑value customers. This role is critical to ensuring customer satisfaction, retention, and long‑term success. This role will reside under the Sales and Marketing arm of System Innovators.
As the primary point of contact for strategic customers, you will act as a trusted advisor, internal advocate, and first line of defense for customer needs. You will work closely with Sales, Client Services, and Technical teams to ensure customers receive value, issues are addressed quickly, and opportunities for growth are identified.
This is a highly visible role with direct exposure to leadership and customers.
Customer Relationship Management
- Own day‑to‑day relationships for a portfolio of 30–40 strategic accounts
- Serve as the primary customer contact for questions, concerns, and escalations
- Build strong, trusted relationships with customer stakeholders
Business Reviews & Engagement
- Schedule, prepare, and lead regular Business Reviews with assigned customers
- Ensure a minimum of 25% of assigned customers are engaged through Business Reviews annually
- Identify customer goals, risks, and opportunities during reviews
Customer Advocacy & Issue Management
- Act as the first line of defense for incoming customer issues
- Triage tickets and coordinate internally with Client Services and Technical teams
- Ensure issues are tracked, communicated, and resolved effectively
Retention & Growth Support
- Monitor account health and proactively address churn risk
- Support renewals and identify expansion or upsell opportunities
- Partner with Sales leadership on account strategy and handoffs
Internal Collaboration
- Communicate customer feedback and trends to internal teams
- Maintain accurate account notes and activity tracking
- Help improve customer-facing processes and documentation
What Success Looks Like
- High customer satisfaction and retention rates
- Consistent completion of Business Reviews
- Clear visibility into customer health and risks
- Strong internal coordination and follow-through
- Customers feel supported, informed, and confident in the partnership
Qualifications
- 2–5 years of experience in Customer Success, Account Management, or Inside Sales
- Strong communication and relationship-building skills
- Highly organized with strong follow-through
- Comfortable working with both business and technical stakeholders
- Experience managing multiple accounts simultaneously
- SaaS or technology services experience preferred
Similar Jobs
Software
Manage a portfolio of strategic customers, drive adoption and growth, serve as a technical advisor, and collaborate cross-functionally to ensure customer success and satisfaction.
Top Skills:
APIsContent Management SystemsDigital Asset ManagementEcommerceMedia WorkflowsSaaSWeb Technologies
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
The Horse Racing Operations Associate supports the daily operations and growth of the Horse Racing product by enhancing customer experiences, optimizing operations, and executing promotional strategies while analyzing performance data.
Top Skills:
Excel
Machine Learning • Payments • Security • Software • Financial Services
The Senior Software Engineer designs, develops, tests, and deploys software solutions. They maintain and debug software while ensuring alignment with customer needs and managing business risks.
Top Skills:
Application DevelopmentSoftware SolutionsSystem Development Life Cycle
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
