Customer Success Manager

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