Customer Success Manager

What You'll Do

The Customer Success team empowers customers to achieve maximum value from our products. We manage customer relationships and understand their strategy, business goals and technical landscapes to deliver measurable outcomes, driving adoption of AskNicely products and services in a scalable and replicable fashion.

• Strategic Account Leadership & Advisory: Act as a trusted advisor to C-level executives and key stakeholders, running impactful meetings and Executive Business Reviews (EBRs) while co-developing strategic account plans with Sales to maximize customer investment and drive value.
• Serve as a CX Thought Leader: Act as a strategic consultant and subject matter expert on Customer Experience (CX) methodology, guiding clients on program design, survey best practices, and action-planning frameworks
• Value Realization & Success Planning: Create and execute detailed Success Plans with clear use cases, ROI metrics, and success benchmarks to accelerate time-to-value and ensure long-term product adoption.
• Portfolio Health, Risk Management & Retention: Continuously monitor Health Scores, adoption metrics, and usage data to proactively spot churn risks, resolve account bottlenecks, and build targeted de-escalation plans.
• Cross-Functional Collaboration & Advocacy: Partner with Engineers, Customer Support, and Product teams to develop champions, resolve complex account issues, and cultivate satisfied customers into brand advocates.
• Commercial Growth & Expansion: Drive net revenue retention by identifying upsell, cross-sell, and renewal opportunities, leveraging expertise and collaboration.

Who You Are

• Professional Experience & SaaS Foundation: 2+ years in Customer Success, Customer Support, or CX Consulting within the SaaS/Enterprise Software industry, or equivalent practical experience.
• Strategic Advisory & CX Focus: Proven ability to quickly diagnose customer needs, ownership mindset, and experience designing program strategies that drive operational excellence and business transformation.
• Commercial Risk & Forecasting: Track record of accurately forecasting account health, identifying churn risks early, and executing structured recovery plans to protect retention.
• Executive Communication & Storytelling: Outstanding listening, written, and presentation skills, able to bridge technical and business concepts seamlessly for diverse audiences up to C-level executives.
• Agility & Customer-First Mindset: Highly adaptable with a passion for exceptional customer experiences, capable of balancing competing priorities in a fast-paced environment while collaborating cross-functionally.

Studies have shown that, while men will typically apply to a role when they have 60% of listed qualifications, women and marginalized communities tend to only apply when they meet 100% of the listed qualifications. Upholding marginalized communities is central to our core at AskNicely, so we encourage you to apply, even if you don't meet 100% of listed criteria.