Customer Success Manager

About the role

EasyLlama is seeking a Customer Success Manager to join our growing CSM team and own a strategic portfolio of larger customer accounts. You will serve as the primary point of contact for your book of business, building trusted relationships that drive retention, adoption, and expansion. This is a high-ownership role for someone who takes pride in managing renewals, identifying upgrade and expansion opportunities, and helping customers realize real value from our platform. You will bring a strong drive to win, take full ownership of your book of business, and build relationships customers trust. When you live our DRIVE values, you proactively make things happen, are resourceful, impactful, valued partners, and excellence-focused in everything you do. We are looking for someone who will partner cross-functionally to ensure a seamless customer experience and use data to monitor account health and get ahead of risk.

Key facts

What you'll do

• Own a portfolio of customer accounts, serving as their primary point of contact throughout the customer lifecycle.
• Manage the renewal process end-to-end, forecasting accurately and driving on-time renewals.
• Identify and drive upgrade and expansion opportunities within your book of business.
• Develop and execute success plans that align customer goals with product adoption.
• Drive product adoption through proactive outreach, training, and strategic guidance.
• Monitor account health and get ahead of risk before it becomes churn.
• Build strong, trusted relationships with key stakeholders and champions at each account.
• Partner cross-functionally with Support, Onboarding, and Product to ensure a customer experience.
• Maintain clean, accurate data across CRM tools to support forecasting and reporting.
• Proactively communicate account insights and trends to internal stakeholders.
• Serve as an escalation owner for critical issues and collaborate on resolution strategies.
• Leverage data and customer feedback to inform product improvements and retention initiatives.
• Represent customer voice internally to influence product roadmap and customer-facing strategies.
• Consistently exceed targets for retention, expansion, and customer satisfaction.

Requirements

• 4-6 years in Customer Success, Account Management, or another customer-facing role.
• Strong written and verbal communication skills.
• A proactive mindset, someone who thinks beyond the playbook and brings fresh ideas and strategies to their book of business.
• Comfortable managing renewal, upsell and forecasting processes.
• Consultative approach, able to understand customer goals and connect them to product value.
• Highly organized with strong attention to detail.
• Resourceful and proactive, looking for opportunities and solving problems before they're asked of you.
• Ability to work fully remote in a distributed environment while maintaining strong collaboration.
• Comfortable using CRM tools to manage pipeline and forecast accurately.
• Demonstrated ability to build and maintain executive-level relationships.
• Track record of owning end-to-end customer lifecycle responsibilities.
• Willingness to align with company values and contribute to a fast-paced, mission-driven environment.
• Commitment to maintaining confidentiality and handling sensitive customer information professionally.
• Willingness to travel occasionally for customer visits or industry events when necessary.

Nice to have

• Familiarity with Hubspot.
• Experience building CS playbooks, templates, or processes to scale team effectiveness.
• Experience working in a SaaS environment.

Practical notes

This role is fully remote with no location restrictions. The engagement is full-time, and the work schedule is flexible within the expectations of the role. There is no required travel, though occasional travel may be considered for customer visits or industry events. The position reports to the Customer Success leadership team and is part of a growing CS organization. Applicants must be able to start within a reasonable timeframe as determined by hiring needs.

What success looks like

• Renewals close on time with accurate forecasting.
• Upgrade and expansion opportunities are identified and converted.
• Customers show strong adoption and engagement with the product.
• Accounts are healthy, with risk identified and addressed early.
• Customers view you as a trusted advisor, not just a point of contact.

Why this role matters

Our larger customers represent significant revenue and long-term relationships. This role ensures those customers get dedicated, strategic support that drives retention, growth, and lasting success. You will help customers achieve their desired outcomes while expanding the footprint of EasyLlama within their organizations. This position directly impacts customer lifetime value and contributes to the overall growth and stability of the business. By owning the full customer journey, you will play a critical role in reducing churn and increasing customer satisfaction. Your work will help reinforce EasyLlama's market position and support our mission to end checkbox compliance.

Interview process

The interview process takes about 3-4 weeks and may include cross-functional stakeholders.

• Recruiter Screen
• Hiring Manager Interview
• Peer Interview
• Culture Fit Interview
• Executive Interview

Compensation & benefits

• $75-$85K base / $110-$120K OTE
• Flexible, fully remote environment
• Competitive employer-sponsored health insurance
• 401(k) + company matching
• Professional development stipend
• Paid time off
• Collaborative and inclusive work culture
• Access to modern tools and technology
• Recognition and rewards for high performance
• Opportunities for career growth and advancement
• Support for work-life balance
• Inclusive policies that support diverse backgrounds and experiences
• Regular feedback and performance discussions
• Access to leadership and mentorship
• Participation in company-wide initiatives and strategic projects
• Engaging and mission-driven work environment
• EasyLlama is proudly bootstrapped, profitable, and recognized on the Inc. 5000 list, with a 96% G2 rating and industry-leading NPS and CSAT scores.