Customer Success Manager

As a Customer Success Manager at Crystal, you will be one of the founding members of our high-performing Customer Success team responsible for building strong relationships, managing accounts, driving retention, and supporting our largest Mid-Market customers on the platform.

When companies purchase Crystal, they are buying more than software-they are investing in a high-performing, self-correcting, relationally intelligent culture. Our job is to help them achieve that culture by integrating the personality framework DISC into their team building, hiring, and sales processes. This role involves product training, virtual coaching, problem solving, gathering feedback, and advocating for our customers in order to help them succeed with our products.

You will report directly to the Director of Customer Success, and will primarily be measured on your ability to retain customer accounts and keep them healthy, find expansion opportunities for Crystal's sales team to pursue, successfully onboard new customers, and drive recurring product usage.

From Day 1, you will spend most of your time interacting with people-via email, phone, and video-so this is absolutely a position for someone with excellent communication skills and an insatiable appetite for building relationships. In addition, you will need to develop a strong technical understanding of Crystal's products and DISC programs to effectively support and train customers. This is a very hands-on role and your hands will be in many buckets, so the ability to stay organized, on top of things, and keep others accountable is crucial.

Your normal week will include:

• Running onboarding and product training for new customers.
• Managing accounts and providing high-touch support for existing customers.
• Running DISC training courses in group, individual, and pre-recorded sessions.
• Maintaining detailed meeting notes and customer records in our CRM.
• Contributing to DISC training course content.
• Identifying expansion opportunities for Crystal's sales team to pursue.
• Gathering and presenting feedback for Crystal's product team.

Qualifications:

• B2B customer success experience, preferably in a SaaS environment.
• A proven track record of maintaining long-term customer relationships, retaining and expanding accounts.
• Ability and willingness to become an expert in DISC (we can teach you!)
• Proficiency with HubSpot or other similar CRM/ticketing systems.
• Willingness to experiment with new strategies and move at a fast pace to learn.

Requirements

• Ability to travel (average 1-2 times per quarter)

Benefits

• Competitive salary and variable compensation plan
• Medical, Dental, and Vision options
• 4 weeks paid time off
• Fully remote work environment