Customer Success Manager

Job Title : Customer Success Manager (SaaS)

Department : Customer Success

Location : Rogers, AR

Position Overview :

We are seeking an experienced and proactive Customer Success Manager to join our growing SaaS organization. This role bridges customer success, project communication, and account management—ensuring every customer receives exceptional value, clear communication, and a trusted partnership that drives business outcomes.

Responsibilities :

• Customer Relationship Management :

Serve as the primary point of contact for assigned accounts, building trusted relationships and ensuring alignment between customer goals and our product capabilities.

Lead proactive communication with customers regarding project updates, deliverables, timelines, and any issues that may arise—ensuring customers always feel informed and supported.

Anticipate and address customer concerns early, coordinating across internal teams to resolve challenges swiftly and transparently.

Develop a deep understanding of each customer's business objectives, KPIs, and success criteria. Identify opportunities for product adoption, expansion, and value realization.

Translate customer needs into clear internal priorities, working with project and support teams to ensure timely and accurate execution.

Track account health metrics (usage, engagement, satisfaction) and take action to improve outcomes and retention.

Lead structured business reviews—including Quarterly Business Reviews (QBRs) and executive sponsor updates—to communicate progress, demonstrate value, and align future priorities.

Support renewal processes by demonstrating ROI, reinforcing customer value, and ensuring long-term satisfaction.

Qualifications :

Preferred Skills

Success in This Role Looks Like