Job Type: Full-Time
Compensation: $85,000-100,000/year + annual bonus
Location: Alexandria, VA (onsite – 10 WFH days per quarter)
Our association client is seeking a results-driven Customer Success Manager to develop strong, long-term customer relationships and make strategic, operational, and measurable contributions to customer business objectives. This individual will serve as the primary owner of a portfolio of high-value accounts, helping drive adoption, engagement, retention, and expansion across AI-powered marketing solutions for multi-location businesses.
Responsibilities
- Serve as the primary point of contact and account owner for a portfolio of high-value customers
- Build and maintain strong customer relationships while acting as a trusted advisor
- Drive product adoption, enablement, retention, and account growth
- Identify and mitigate churn risk across the customer portfolio
- Support recurring revenue growth through customer engagement and expansion efforts
- Analyze customer lifecycle metrics to improve onboarding, adoption, retention, and engagement strategies
- Partner cross-functionally with sales, onboarding, support, product, finance, and operations teams
- Execute multi-channel communication strategies across email, phone, video, and internal collaboration
- Ensure a high level of customer satisfaction, advocacy, and long-term success
Requirements
- Bachelor’s degree strongly preferred
- 3–5 years of related experience in customer success, account support, account management, or a similar role
- Proven success in retention, growth, or customer engagement initiatives
- Strong organizational skills with the ability to manage multiple accounts and priorities in a fast-paced environment
- Customer-centric mindset with a balance of technical understanding and commercial awareness
- Strong analytical, problem-solving, and critical-thinking skills
- Excellent written and verbal communication skills
- Experience working with senior-level and executive stakeholders
- Ability to lead or influence cross-functional teams and external stakeholders
- Experience in SaaS, enterprise software, social media management, SEO/GEO/AEO, or technology-enabled services is preferred
- Proficiency with CRM systems such as HubSpot and Microsoft Office
