Customer Success Manager

About the role

Coalition, Inc. is seeking a Customer Success Manager to join their growing team in Provo, Utah. This role centers on building and sustaining strong relationships with clients, ensuring they achieve meaningful outcomes while engaging with Coalition's products and services. The Customer Success Manager acts as a trusted advisor throughout the customer lifecycle, from initial onboarding through long-term partnership. This position is instrumental in fostering client satisfaction, driving retention, and contributing to the overall growth of the business.

Key facts

What you'll do

• Build and maintain positive relationships with assigned client accounts across multiple industries and business sectors.
• Guide new customers through the onboarding process to ensure a smooth and productive start with Coalition's platform.
• Monitor client usage patterns and identify opportunities to expand product adoption within each individual account.
• Serve as the primary point of contact for customers, addressing questions and resolving concerns in a timely manner.
• Collaborate with internal teams to relay customer feedback and advocate for meaningful product improvements and updates.
• Develop tailored success plans that align client goals with Coalition's service offerings and long-term roadmap.
• Conduct regular check-in meetings to review progress, discuss evolving customer needs, and adjust strategies accordingly.
• Track and report on key customer health metrics to leadership and cross-functional partners across the organization.
• Identify renewal and expansion opportunities by understanding each client's long-term objectives and growth trajectory.
• Create comprehensive documentation and resources that help customers maximize the value of Coalition's solutions.
• Coordinate training sessions and workshops to build customer proficiency and confidence with the platform.
• Work closely with the sales team to support a smooth transition from prospect to active customer.
• Provide strategic recommendations to clients based on industry best practices and observed usage trends.
• Escalate critical customer issues to the appropriate internal teams while maintaining clear communication throughout.
• Partner with product teams to communicate feature requests and prioritize improvements based on direct client input.
• Maintain a detailed understanding of each client's business model, challenges, and success criteria.

Requirements

• Demonstrated experience in a customer-facing role focused on client satisfaction, retention, and account management.
• Strong written and verbal communication skills with the ability to convey complex ideas clearly and concisely.
• Ability to manage multiple client accounts simultaneously while maintaining a high level of attention to detail.
• Comfortable working in an on-site office environment based in Provo, Utah on a regular schedule.
• A proactive mindset with a genuine interest in helping clients reach their strategic business goals.
• Prior experience using customer relationship management or account management platforms is highly valued and welcomed.
• Strong organizational skills and the capacity to prioritize tasks effectively in a fast-paced and dynamic setting.
• A collaborative working style that supports effective teamwork and cross-department coordination within a growing organization.

Nice to have

• Prior experience working with technology or software companies in a customer success or support capacity.
• Familiarity with data analysis tools and the ability to interpret customer usage reports effectively.
• Background in consultative sales or solution-oriented advisory roles with enterprise-level clients and stakeholders.
• Knowledge of product lifecycle management and customer journey mapping practices is beneficial for this role.

Skills & tools

• Customer relationship management platforms and account tracking systems for managing client interactions.
• Communication and presentation tools for hosting client-facing meetings and delivering training sessions.
• Data reporting and visualization platforms for monitoring customer health indicators and trends.
• Project management applications for organizing client success plans, timelines, and milestone tracking.
• Collaboration and document-sharing platforms for coordinating with internal and external stakeholders.
• Survey and feedback collection tools for gathering structured customer insights and satisfaction data.

Practical notes

• This role is based in the Provo, Utah office and requires on-site presence during regular business hours.
• Candidates should expect to work within a team-oriented environment that values direct and consistent client interaction.
• The hiring process may include multiple interview rounds with various team members across Coalition, Inc.
• Applicants are encouraged to highlight any prior experience managing client accounts or driving measurable retention outcomes.
• This position reports to the Customer Success leadership team and contributes to broader organizational objectives.
• Coalition, Inc. is committed to providing a supportive workplace where client-focused professionals can thrive and grow.