We are looking for a Customer Success Manager to join our TLV team!
Our Customer Success Managers are the face of our company to our clients. Your goal is to learn as much as possible about our customers' needs and their business workflow. As a Customer Success Manager (CSM) for our Scale team, you will be expected to deliver value and ROI to a high-volume portfolio of our customers. Unlike a traditional relationship-led CSM role, this position runs on a structured, task-driven operating model: your day-to-day is organized around system-generated tasks, each following a defined playbook and SLA. You'll be expected to work this queue reliably and consistently across dozens of accounts at once, coordinating with Account Managers and other internal resources as needed, and hitting defined call-quality and productivity KPIs.
Working days are Monday-Friday, with in-office presence required three days per week at our TLV office.
Responsibilities:
Commercial responsibility for renewing and expanding your book of business
Work a queue of system-generated tasks, following the defined playbook and SLA for each
Own the renewal process end-to-end starting 6 months out: reviewing account health and usage, following a structured outreach cadence, and escalating on schedule when a renewal stalls
Drive adoption, manage risk, and identify growth opportunities across your portfolio, coordinating with Account Managers and other internal resources as needed
Analyze account-level data and portfolio-level trends to prioritize your queue by risk, renewal timing, and growth potential
Educate clients on how to best use our company's platform, aka "best practices"
Lead value-driven conversations with customers across calls and one-on-one demos
Maintain accurate, up-to-date records of account status, sentiment, and task progress in Salesforce
Demonstrate continuous value of our company's solutions by keeping high retention rates across your book.
Our Customer Success Managers are the face of our company to our clients. Your goal is to learn as much as possible about our customers' needs and their business workflow. As a Customer Success Manager (CSM) for our Scale team, you will be expected to deliver value and ROI to a high-volume portfolio of our customers. Unlike a traditional relationship-led CSM role, this position runs on a structured, task-driven operating model: your day-to-day is organized around system-generated tasks, each following a defined playbook and SLA. You'll be expected to work this queue reliably and consistently across dozens of accounts at once, coordinating with Account Managers and other internal resources as needed, and hitting defined call-quality and productivity KPIs.
Working days are Monday-Friday, with in-office presence required three days per week at our TLV office.
Responsibilities:
Commercial responsibility for renewing and expanding your book of business
Work a queue of system-generated tasks, following the defined playbook and SLA for each
Own the renewal process end-to-end starting 6 months out: reviewing account health and usage, following a structured outreach cadence, and escalating on schedule when a renewal stalls
Drive adoption, manage risk, and identify growth opportunities across your portfolio, coordinating with Account Managers and other internal resources as needed
Analyze account-level data and portfolio-level trends to prioritize your queue by risk, renewal timing, and growth potential
Educate clients on how to best use our company's platform, aka "best practices"
Lead value-driven conversations with customers across calls and one-on-one demos
Maintain accurate, up-to-date records of account status, sentiment, and task progress in Salesforce
Demonstrate continuous value of our company's solutions by keeping high retention rates across your book.
Requirements:
3+ years of experience in a technical and customer-facing role, managing a high-volume portfolio of customers simultaneously
Measured on commercial results
Comfort working within a structured, task- and playbook-driven process, with the discipline to follow defined procedures and SLAs consistently across a large book of accounts
CRM fluency (Salesforce or equivalent) – comfortable managing a queue of automated, system-generated tasks and keeping records current
Understanding of IT infrastructures (Networks and Operating Systems), or interest and readiness to learn
Solid understanding of customer lifecycle stages
Ability to understand complex technology and explain it simply
Strong quantitative and analytical skills; ability to identify data trends across a large portfolio and prioritize accordingly
A proven record of retaining and growing multiple client relationships at volume, with a strong sense of urgency
Committed to customer satisfaction with a passion for customer success
Ability to work in a fast-paced, dynamic environment with shifting priorities
Superior organization and prioritization skills, with strong attention to detail
Self-motivated, detail-oriented, with strong communication and interpersonal skills
Problem-solver, resourceful, and independent.
3+ years of experience in a technical and customer-facing role, managing a high-volume portfolio of customers simultaneously
Measured on commercial results
Comfort working within a structured, task- and playbook-driven process, with the discipline to follow defined procedures and SLAs consistently across a large book of accounts
CRM fluency (Salesforce or equivalent) – comfortable managing a queue of automated, system-generated tasks and keeping records current
Understanding of IT infrastructures (Networks and Operating Systems), or interest and readiness to learn
Solid understanding of customer lifecycle stages
Ability to understand complex technology and explain it simply
Strong quantitative and analytical skills; ability to identify data trends across a large portfolio and prioritize accordingly
A proven record of retaining and growing multiple client relationships at volume, with a strong sense of urgency
Committed to customer satisfaction with a passion for customer success
Ability to work in a fast-paced, dynamic environment with shifting priorities
Superior organization and prioritization skills, with strong attention to detail
Self-motivated, detail-oriented, with strong communication and interpersonal skills
Problem-solver, resourceful, and independent.
This position is open to all candidates.
