Customer Success Manager at Addison Group Customer Success Manager at Addison Group in Nashville, Tennessee Posted in about 12 hours ago.

Type:

full-time

Job Description:

Job Title:

Customer Success Manager - 3 month Contract Location (city, state):

Remote Compensation:

$35 an hour

Benefits:

This position is eligible for medical, dental, vision, and 401(k).

Qualifications:

3+ years of experience in Customer Success, Account Management, Relationship Management, or a comparable client-facing role. Background managing a high volume of customer accounts simultaneously. Experience in B2B SaaS, technology, financial services, fintech, compliance, risk management, or a related environment. Familiarity with CRM and customer success platforms such as Salesforce, ChurnZero, Gainsight, HubSpot, or comparable systems. Experience using customer data, reporting, dashboards, automated workflows, and health indicators to prioritize account activity. Strong analytical, organizational, written, verbal, and presentation skills. Ability to build trusted client relationships and effectively guide customers toward solutions and resources. Demonstrated ability to manage multiple priorities across a large account portfolio. Comfortable partnering with internal teams including Sales, Support, Product, Renewals, Training, and Customer Success leadership. Bachelor's degree preferred.

Job Description:

Addison Group is hiring a Scale Customer Success Manager on behalf of our client. This remote position is responsible for supporting a large portfolio of customers through a combination of strategic outreach, digital engagement, automation, data analysis, and targeted relationship management. The ideal candidate will be comfortable working in a high-volume customer environment and using technology to identify customer needs, strengthen engagement, encourage product adoption, and address potential retention risks. This role combines relationship management with a data-driven and technology-enabled approach to Customer Success. The successful candidate will leverage CRM and customer success platforms to monitor account activity, evaluate customer health, prioritize outreach, facilitate adoption, and connect clients with the appropriate internal resources.

Industry:

Financial Services / B2B SaaS /

Technology Work Schedule:

Full-Time, Remote About Our Client:

Our client provides technology-enabled solutions designed to help financial institutions and other organizations manage compliance, risk, operational requirements, and related business needs. The organization supports a large customer base through cloud-based technology and professional services.

Key Responsibilities:

Customer Portfolio Management Oversee a large group of customer accounts using a blend of digital communication, automated processes, and personalized client engagement. Track customer activity, product utilization, engagement levels, lifecycle progression, and overall account health. Utilize CRM and customer success platforms to organize account activity and determine where additional customer attention is needed. Review health indicators, usage patterns, customer feedback, alerts, and other available data to identify accounts requiring proactive engagement. Communicate with customers regarding product value, adoption strategies, educational resources, industry developments, and best practices. Coordinate with internal departments to ensure customers receive the appropriate level of support and expertise. Customer Retention & Risk Management Evaluate account information and customer behavior to identify potential retention concerns at an early stage. Develop account-specific approaches to address customer concerns, improve engagement, and reduce potential churn. Maintain detailed records of customer interactions, concerns, risks, feedback, and follow-up activities. Work with Customer Success leadership on complex customer situations, renewal concerns, and account strategy. Product Adoption & Customer Engagement Help customers discover and effectively utilize available product capabilities and services. Increase engagement through webinars, digital communications, educational materials, automated campaigns, and other resources. Connect product functionality to customer objectives and business requirements. Direct customers to appropriate training, support, subject matter experts, and other internal resources. Encourage continued use of relevant platform features to help customers maximize the value of their solutions. Technology, Automation & Data Make regular use of Salesforce, ChurnZero, Forethought, reporting tools, and comparable customer success technologies. Manage customer communications through automated workflows, digital campaigns, and technology-supported engagement programs. Review customer health, lifecycle data, usage information, engagement trends, and other account indicators. Utilize AI-enabled tools where applicable to increase efficiency and improve the consistency of customer interactions. Keep account information, activities, notes, customer communications, and other records accurate and current. Identify opportunities to enhance customer journeys, automation, reporting, health scoring, and engagement processes. Growth & Expansion Recognize opportunities for customers to benefit from additional products, services, training, or advisory resources. Partner with Sales, Renewals, and other revenue-focused teams when customer expansion opportunities arise. relevant customer goals, challenges, feedback, usage patterns, and business needs with internal stakeholders. Customer Advocacy Communicate recurring customer feedback and product improvement opportunities to appropriate internal teams. Represent customer needs while considering business priorities and scalable service delivery. Contribute ideas that improve customer engagement, product adoption, communication, and retention. Operational Excellence Maintain accurate account documentation and consistent follow-up across the assigned portfolio. Follow established processes related to account management, renewals, customer communication, internal referrals, and customer lifecycle activities. Use reporting and analytics to organize workload and determine where customer attention should be focused. Participate in training, process improvements, technology initiatives, and departmental enablement programs. Support team objectives involving retention, customer satisfaction, product adoption, expansion, and operational efficiency.

Perks:

Fully remote opportunity Work with a technology-focused Customer Success organization High-impact role supporting a large customer portfolio Opportunity to work with CRM, customer success, automation, and AI-enabled technologies Cross-functional exposure across Sales, Product, Support, Renewals, and Customer Success Opportunity to contribute to scalable customer engagement and process improvement

Additional Details:

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.