Customer Success Manager

Job Description

Job Description

Imgix is a chief platform for real-time visual media management, optimization, and delivery services. Our innovative technology empowers businesses to deliver high-quality visual experiences to their customers across platforms and devices, anywhere in the world.

The Customer Success Manager (CSM) plays a critical role in driving customer retention, churn mitigation and long-term growth. CSMs are measured on Net Revenue Retention (NRR), ensuring that customers renew, expand, and continue to see value from Imgix. They are the strategic consultants for our top customers : setting KPIs, ensuring strong adoption and maturity of usage. CSMs at Imgix are also responsible for leveraging data to identify risks early and execute strategies to prevent churn.

This role partners closely with Account Executives : CSMs surface expansion opportunities through deep customer engagement, while AEs lead the commercial execution. Together, they ensure renewals are seamless and customers realize increasing value over time.

This is a fully remote position.

Responsibilities

Lead onboarding for new customers, ensuring a smooth handoff from Sales.

Drive adoption, engagement, and maturity creating success plans aligned with customer goals.

Monitor account health, proactively identify risks, and execute mitigation strategies.

Partner with AEs on renewals, socializing value and ensuring customer decision-makers are prepared for commercial conversations.

Surface upsell and expansion opportunities through ongoing customer engagement.

Track and report on NRR performance for your portfolio.

Act as the voice of the customer internally, providing feedback to Product, Sales, and Support.

Maintain accurate records in Salesforce and contribute to playbooks, processes, and best practices that improve the customer journey.

Requirements

3–5+ years of experience in SaaS Customer Success, Account Management, or related roles.

Proven track record of driving customer adoption, retention, and renewals.

Experience working to NRR or renewal-based performance metrics.

Strong relationship-building and consultative skills, with the ability to earn trust across both technical and business stakeholders.

Proficiency with core sales tools, particularly Salesforce, Gong, Outreach, Slack and Google Workspace tools including Docs, Sheets, and Slides.

Excellent written and verbal communication skills, with some experience presenting to executive-level decision-makers.

While not required, experience with images, Content Delivery Networks (CDNs), Digital Asset Management (DAMs), or website performance is a plus.

Basic technical literacy (e.g., HTML, Codepen) preferred.

Willingness to travel occasionally for client meetings, conferences, or team events.

Imgix is building the future of visual media on the Internet that will combine images, data, and intelligence to solve our customers’ problems. Imgix operates the premier solution to deliver impactful, engaging, highly responsive and super fast imagery to eyeballs around the world. Our service consists of a top tier media delivery platform tightly coupled with Imgix's proprietary, on-demand image and video processing pipeline. It provides customers with the ability to combine the most efficient pixel manipulation render stack with a robust AI feature set to take full advantage of their visual media. Imgix enables our customers to greatly increase the value of their imagery and get back to building awesome things.

The targeted base pay for this position is $80,000–$90,000. In addition to base pay, the on-target earnings (OTE) range from $125,000–$150,000 annually, which includes a variable incentive component that provides additional potential for earnings beyond the base salary. Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role and level. Individual pay is based on additional factors including job-related skills, experience, and relevant education and / or training. The targeted pay range listed reflects pay only and does not include equity or benefits.

Imgix currently operates as a mostly remote workplace with employees distributed around the world. This role can be remote, with the option of being based in our San Francisco office as frequently as desired. Employee benefits are comprehensive (401(k), medical, dental, and vision), perks are generous, vacation time is flexible, parental leave is available and highly encouraged, and salaries are in line with industry averages.

For the health and safety of all of our employees, Imgix requires COVID-19 vaccinations for any employee who wishes to work out of the San Francisco office or attend in-person company events.

Imgix is an Equal Opportunity Employer.