Customer Success Manager

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Customer Success | South Carolina, United States

Who Connecteam is:

Connecteam is a TLV-based startup that’s on a mission to change the work experience for 80% of the world’s global workforce - the deskless employees.

Our business management platform helps thousands of businesses thrive by taking away the daily hustle and complexities of managing teams, so they can have the peace of mind to grow and run their business.

The Customer Success Manager is responsible for managing a high-volume portfolio of low-touch mid-market and SMB customers in the US. This role focuses on proactive engagement at scale, ensuring customers achieve their business goals while maximizing the value of their Connecteam investment.

The ideal candidate has experience in digital-first customer success, leveraging automation, data analytics, and tech-touch strategies to drive adoption, retention, and expansion at scale. They should be comfortable handling a large portfolio, and balancing one-to-many outreach with personalized engagement where needed.

This is a fully remote position.

Your main responsibilities will include:

• Scalable Customer Engagement: Manage a large portfolio of mid-market and SMB customers, using automation, webinars, in-app messaging, and other digital strategies to drive adoption and retention.
• Proactive Lifecycle Management: Guide customers through adoption, and renewal phases using data-driven insights and segmentation-based engagement.
• Customer Health Monitoring: Analyze customer health scores, usage data, and churn risk indicators to proactively intervene when needed.
• Expansion & Growth: Identify upsell and cross-sell opportunities by leveraging customer data and strategic outreach in collaboration with the sales team.
• Escalation Management: Support customers who require higher-touch interventions, escalating to the appropriate teams when necessary.
• Work with customers to create new use cases/success stories.

• 2+ years of B2B SaaS experience in Customer Success, Scale CS, and Account Management – MUST
• Experience managing a high-volume portfolio (100+ accounts) using tech-touch & automation – MUST
• Proven ability to drive engagement and retention through digital programs, webinars, and self-service content.
• Strong analytical skills, with experience using data to segment customers and trigger proactive outreach.
• Excellent verbal and written communication skills, including experience with one-to-many communication strategies.
• A team player who enjoys getting and providing feedback, sharing ideas, and constantly improving together.
• Ability to work independently in a fast-paced, high-growth environment, balancing multiple initiatives at once.
• Experience collaborating with global teams across different time zones.
• A growth mindset with a passion for continuously improving customer experience at scale.
• Background in HR Tech, Workforce Management, or related industries - An Advantage.

• Medical coverage.
• Insurance plan.
• Paid time off for vacation, sick days.

Salary range: 90K-100K

We are accepting applications from employees working in the following states: Texas, New York, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia.

• We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.
• We make an impact on our customer’s business. We are on a mission to provide managers of all business types and sizes with the tools they need to communicate, operate, engage, and run their deskless workforce. Our product offers them an effective and affordable solution to run their business.
• We get the job done. Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.
• We have fun From weekly happy hours to holiday parties, we always enjoy each other’s company (and good food, of course). Connecteam is like one big, happy family
• Everyone is welcome. Connecteam is committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team and enrich their lives.