Customer Success Manager

Fullsteam

. Serve as the primary point of contact for assigned customers from onboarding through ongoing account management .

Posted 9/23/2026full-timeRemote • United StatesJuniorMid-Level💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success principles, including onboarding, product adoption strategies, and account management. Proficient in managing customer relationships, tracking project milestones, and facilitating effective communication across cross-functional teams.

Highest-signal resume keywords

Customer Success PrinciplesOnboarding Project ManagementAccount Health MonitoringSaaS ExperienceContract Renewal Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingProduct Adoption StrategiesAccount ManagementRisk TrackingIssue ResolutionDocumentation ManagementMilestone TrackingCustomer RetentionImplementation WorkflowsSoftware Launch Support

Soft Skills

Excellent CommunicationInterpersonal SkillsSelf-MotivationOrganizationProblem-Solving

Tools & Technologies

AI ToolsCopilotClaudeChatGPT

Industry Keywords

SaaSB2B EnvironmentHigh-Value Enterprise CustomersTravel Industry ExperienceCustomer Training

About the role

Key responsibilities & impact

Serve as the primary point of contact for assigned customers from onboarding through ongoing account management
Guide newly onboarding customers through structured onboarding and implementation workflows
Coordinate GUIDEcx projects, track milestones, conduct weekly customer check-ins, and ensure go-live readiness
Partner with Sales, Learning, Operations, Support, Product, Accounting, and business leadership
Monitor customer health, product adoption, account activity, and customer requests
Participate in account health reviews and document risks, opportunities, and follow-up actions
Support renewal and contract calendar management
Coordinate customer issues requiring escalation beyond standard troubleshooting
Track issues through resolution, provide status updates, document outcomes, and complete follow-up actions
Support cancellation, transfer-of-ownership, and administrative account-change requests
Maintain accurate records of communications, onboarding progress, account changes, approvals, effective dates, issue outcomes, and resolutions
Identify recurring issues, handoff challenges, and documentation needs to support process improvement
Provide product guidance, best practices, and adoption strategies to maximize customer value

Requirements

What you’ll need

2+ years of experience in a customer-facing role preferred
Strong understanding of customer success principles, customer retention, and product adoption strategies
Ability to manage structured customer onboarding projects, track milestones, document next steps, and drive implementation and go-live timelines
Excellent communication and interpersonal skills
Ability to manage multiple customer accounts and priorities simultaneously
Self-motivation and organization
Solid problem-solving skills
Ability to recognize customer risk, summarize account trends, communicate next steps, and work cross-functionally
Proficiency in AI tools such as Copilot, Claude, or ChatGPT
Previous experience with contract renewals, expansion, and adoption opportunities
SaaS or technology services experience highly desirable
Bachelor's degree in business, marketing, or related field, or equivalent experience
Experience in a B2B environment, particularly with high-value enterprise customers
Experience supporting customer onboarding, implementation, software launch, or customer training in a SaaS or technology environment preferred
Experience supporting customer escalations, retention risk tracking, account health conversations, renewals, cancellations, or account-change processes preferred
Tour operator/travel industry experience in a customer success, support, trip planner, or sales/operations role preferred

Benefits

Comp & perks

100% remote workforce
Professional growth and development opportunities
Inclusive workplace valuing diversity of thought, experience, and background
Equal Opportunity/Affirmative Action workplace