Customer Success Manager

TalentGuard’s workforce intelligence platform transforms workforce data into actionable insights that drive an organization’s strategic workforce decisions. Our award-winning suite measurably improves a company’s ability to develop, engage, and retain people.

As a Customer Success Manager (CSM), you will play a pivotal role in ensuring our customers achieve value from our solutions post-implementation. You will be responsible for managing and nurturing customer relationships, driving product adoption, and identifying opportunities for upselling and expansion. By acting as a trusted advisor, you will help customers maximize their investment while aligning our solutions to their evolving business needs.

 Core Responsibilities 

Account Management & Customer Success

• Serve as the primary point of contact for assigned customers post-implementation, ensuring a smooth transition and ongoing success.
• Develop strong, trusted relationships with key stakeholders, including executives and decision-makers.
• Monitor customer health and engagement metrics, proactively addressing potential challenges to drive retention and satisfaction.
• Conduct regular business reviews to align customer goals with our solutions and provide strategic recommendations.
• Advocate for customers internally, collaborating with support, product, and implementation teams to enhance the customer experience.

 Upselling & Expansion

• Identify and pursue upsell and expansion opportunities by understanding customer needs and aligning additional solutions or services.
• Collaborate with the sales team to develop tailored expansion strategies, including cross-sell and renewal initiatives.
• Educate customers on new features, products, and best practices to drive adoption and unlock additional value.
• Negotiate contract renewals and expansions, ensuring mutually beneficial agreements.

Collaboration & Process Optimization

• Work closely with implementation and onboarding teams to ensure seamless transitions from project completion to ongoing account management.
• Provide feedback to product and marketing teams based on customer insights to enhance offerings and messaging.
• Maintain accurate customer records, interactions, and opportunities in CRM tools.
• Contribute to the development of playbooks, best practices, and processes to scale customer success efforts.

Qualifications and Skills

• • 3+ years of experience in Customer Success, Account Management, or Sales within a SaaS or technology-driven environment.
  • Proven track record of managing post-implementation accounts, driving renewals, and executing upsell strategies.
  • Strong relationship-building skills with the ability to influence and engage senior-level stakeholders.
  • Data-driven mindset with experience using customer success platforms such as Gainsight and CRM tools (e.g., Salesforce, HubSpot).
  • Excellent communication, presentation, and negotiation skills.
  • Ability to thrive in a fast-paced, dynamic environment with a proactive and solution-oriented approach.

Base Pay and Incentive Stock Options

Send a resume to careers@talentguard.com