Csm Customer Success Manager (Remote)

Customer Success Manager (Level 3)

Location: Remote

You’ll join us as a member of the Customer Experience team at Casebook which includes Support, Success (Onboarding, Adoption, Retention & Expansion), Engagement, and Operations. You will report directly to the Success Team Manager. Our team is all remote and yet very tight knit.

Role Overview

As a Customer Success Manager (Level 3), you will be a critical driver of customer satisfaction, growth, and retention. Serving as the primary point of contact throughout the entire customer lifecycle, you will engage customers from onboarding through adoption, renewal, and expansion. This is a strategic, hands-on role that requires the ability to build strong relationships, deliver value, and achieve key business metrics, including Net Revenue Retention (NRR), Gross Churn, customer health, and sentiment with strategic and Enterprise level accounts.

Key Responsibilities

• Customer Onboarding:

• Lead the end-to-end onboarding process, ensuring a seamless and successful implementation of the SaaS platform.
• Develop and execute customized onboarding plans that align with customer goals and organizational capacity.

• Proactively manage a portfolio of SMB nonprofit and public sector accounts.
• Conduct regular check-ins, business reviews, and training sessions to maximize customer adoption and engagement.
• Provide insights and best practices tailored to the nonprofit and public sector landscape.
• Continuously develop innovative and scalable customer engagement strategies to support growth and retention.

• Own and drive renewal discussions, ensuring a high customer retention rate and achieving Gross Churn targets.
• Identify and pursue expansion opportunities by aligning customer needs with additional services or features.

• Serve as a trusted advisor and advocate for customers, ensuring they achieve their desired outcomes.
• Monitor and manage customer health scores, taking proactive measures to address challenges.
• Collect and share customer feedback to influence product development and continuous improvement.

• Meet or exceed targets for NRR, Gross Churn, health, and sentiment.
• Utilize CRM tools and dashboards to track progress and document customer interactions and outcomes.
• Collaborate with internal teams (e.g., Sales, Product, Support) to ensure customer success and satisfaction.

• Actively seek and implement new ideas to engage customers, drive product adoption, and enhance customer success outcomes.
• Work independently to identify areas of improvement within existing processes and spearhead initiatives for optimization.
• Stay ahead of platform developments and industry trends to serve as a knowledgeable and strategic advisor to customers.