Customer Success Manager

Position Overview
We are seeking an experienced Customer Success Manager to own relationships with some of Heymarket’s largest accounts and drive value for them. This role combines account management with technical product advocacy, requiring close collaboration with our Sales, Product, and Engineering teams to ensure long-term success and growth across the managed book of business.
 

Key Responsibilities
 

Account Management
● Manage a portfolio of large, strategic accounts to drive contract renewals and expansion
● Conduct regular business reviews and health check meetings to assess customer
satisfaction and identify growth opportunities
● Proactively identify at-risk accounts and implement retention strategies
● Drive product adoption and usage by educating customers on overall product capabilities and new features that are released
● Identify expansion opportunities and work with Account Executive to close
● Monitor customer usage analytics to identify opportunities for deeper engagement
● Lead onboarding sessions, training calls, and strategic planning discussions
● Develop trusted advisor relationships with key stakeholders at customer organizations
 

Cross-functional Collaboration & Product Advocacy
● Collect and advocate for customer driven feature requests with Product Management and Engineering
● Triage and communicate technical issues internally
● Gather customer feedback and translate business needs into actionable feature requests and product enhancement recommendations
● Work closely with Product/Engineering to communicate product roadmap updates and timeline expectations to customers

● Collaborate with Product Management to influence product direction based on customer insights
● Partner with Sales team on account expansion and renewal opportunities
● Work with Support team to ensure timely resolution of issues
 

Required Qualifications
 

Experience
● 3+ years of experience in Customer Success, Account Management, or similar
customer-facing role in B2B SaaS
● Has worked with a B2B SaaS solution that integrates with other SaaS products
● Proven track record of managing mid-market and enterprise-level customer relationships
● Experience working with technical products and collaborating with Engineering teams
● History of driving customer retention and expansion
● Experience documenting and communicating technical issues and requirements
 

Core Competencies
● Excellent written and verbal communication skills
● Comfortable working predominantly over Zoom, email, and Slack when communicating with customers and internally
● Strong project management and organizational abilities
● Problem-solving skills and ability to think strategically
● Customer-centric approach with empathy and patience
● Proficient in using AI tools to increase productivity
 

Preferred Qualifications
● Experience with a SaaS tool that supports Salesforce and/or HubSpot integrations
● Background in technical support or solutions engineering
● Previous experience working in a SaaS or technology company
● Knowledge of business text messaging space

Reporting Structure
This position reports to the Director of Sales and Customer Success, while working on a regular basis with the Customer Success Team Lead and with the Engineering, Product, Sales, and Support teams.