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ASG · 2 days ago

Customer Success Manager

Denver, Colorado

Full-time

Hybrid

Mid Level

$75K/yr - $80K/yr

3+ years exp

Actabl is a company focused on customer success, and they are seeking a Customer Success Manager to own strategic relationships with customers and oversee initiatives for long-term success. The role involves customer relationship management, project management, and providing strategic guidance for optimizing product usage to achieve customer goals.

Information TechnologySaaSSoftware

Responsibilities

Serve as the primary point of contact and trusted advisor for a portfolio of customers, building strong, long-term relationships through proactive communication and a deep understanding of their business goals

Provide strategic guidance and best practices, acting as a product expert and guiding customers on how to leverage the product as it is built today while also advocating for customer needs internally

Develop and execute joint success plans with customers, outlining key milestones and desired outcomes to ensure they are getting the most out of their investment with Actabl and achieving their business objectives

Conduct strategic business reviews to review progress against shared goals, demonstrate the value delivered, and identify opportunities for expansion or additional services

Drive customer engagement with proactive strategies that increase platform usage and deepen product adoption

Identify at-risk customers and implement strategic remediation plans to reduce churn

Promote customer advocacy through success stories, reference programs, and feedback loops

Provide education on product enhancements and industry best practices tailored to the customer’s goals

Monitor customer health scores, usage data, satisfaction metrics, and engagement trends using platforms like ChurnZero and Salesforce

Analyze quantitative and qualitative data to generate actionable insights that support customer goals

Collaborate with Product, Support, and Onboarding teams to escalate feedback and improve the overall customer experience

Contribute to internal initiatives focused on refining customer journeys, onboarding workflows, and service delivery

Qualification

Customer Relationship ManagementData-Driven Decision MakingProject ManagementChurnZeroCross-Functional CollaborationCommunication SkillsProblem SolvingAdaptabilityCustomer-Oriented Mindset

Required

Bachelor's degree in Business Administration, Hospitality Management, or a related field

At least 3 years of customer-facing experience in Customer Success, Account Management, or a related field, particularly within a global SaaS or enterprise software business

Experience leveraging tools and technology to enable proactive customer success (e.g., ChurnZero) and make data-driven recommendations

Proven ability to build and sustain customer relationships that drive retention and growth

Proven track record of data-driven approach to churn risk mitigation and strong escalation management

Preferred

Preferred background in the hospitality industry, as we seek individuals passionate about supporting the service industry and enhancing customer experiences