Accuris

Customer Success Manager

Posted Yesterday

Hiring Remotely in United States

Remote

100K-120K Annually

Senior level

Information Technology • Machine Learning • Software • Conversational AI • Generative AI • Manufacturing

Enabling Digital Transformation in Engineering Organizations

The Role

The Customer Success Manager leads efforts to enhance customer satisfaction and retention utilizing data analytics and cross-functional collaboration to reduce churn and improve engagement across various customer segments.

Summary Generated by Built In

Customer Success Manager (Remote)
Role Summary
To make our customer retention vision a reality we are hiring a Customer Support & Retention Leader to oversee and elevate the experience across a diverse portfolio of customers.
This role owns customer satisfaction retention and long-term value by combining deep knowledge of our platform industry trends and best practices with a strong understanding of customer needs. You will lead efforts to proactively identify and mitigate churn risk while also transforming how customers engage with our support organization from intake through resolution.
You will maximize the strength of each customer relationship by building rapport across all levels of the organization from end users to executive stakeholders while identifying opportunities to expand value improve outcomes and strengthen engagement.
This role serves as the Voice of the Customer (VOC) acting as both a trusted advisor and internal advocate to ensure customer feedback directly influences our product content and go-to-market strategies.
Key Responsibilities

Customer Retention & Churn Reduction
Own and drive customer retention outcomes proactively identifying risks and executing strategies to reduce churn
Develop and operationalize churn prediction models customer health scoring and risk segmentation frameworks
Build and execute proactive retention playbooks (outreach engagement campaigns escalation paths)
Partner closely with Sales on renewals expansions and at-risk account recovery
Identify root causes of churn and drive cross-functional initiatives to address systemic issues
Proactive Customer Engagement
Establish a structured approach to ongoing customer engagement across the lifecycle
Build credibility and trust by deeply understanding customer requirements and consistently delivering value
Define touchpoints success milestones and intervention triggers
Ensure high-value customers receive proactive strategic support
Drive improvements in customer adoption usage and overall satisfaction
Act as a trusted advisor leveraging product expertise industry knowledge and best practices to guide customers toward success
Partner with Sales to identify and support expansion and upsell opportunities within the existing customer base

Customer Support Intake & Experience Transformation

Redesign and optimize the customer support intake process including channels forms routing logic and prioritization

Improve ticket triage accuracy response times and resolution quality

Implement scalable workflows automation and self-service solutions (knowledge base guided support etc.)

Reduce friction in how customers access support and ensure a consistent high-quality experience

Establish and enforce SLAs and performance standards across support operations

Navigate and resolve complex or high-risk customer situations with confidence and accountability

Cross-Functional Leadership & Voice of Customer

Translate customer insights into actionable improvements across Product Marketing and Content Services by building strong feedback loops that drive product enhancements content improvements and messaging alignment
Partner with Product to prioritize fixes and features that directly impact retention
Collaborate with Marketing and Content teams to improve customer education onboarding and self-service resources
Data Metrics & Operational Excellence
Define and track key metrics including churn rate retention rate customer health NPS/CSAT and support performance KPIs
Use data to identify trends risks and opportunities for improvement
Build dashboards and reporting to provide visibility into customer experience and retention performance
Continuously refine processes to improve efficiency scalability and outcomes
Team Leadership & Development
Build lead and develop a high-performing customer support and retention team
Establish clear goals accountability and performance expectations
Coach team members on proactive engagement customer communication and problem-solving
Foster a culture of customer obsession ownership and continuous improvement
Demonstrate strong operational discipline with the ability to manage multiple priorities and workflows simultaneously

Qualifications/Required Experience

7+ years in Customer Success Customer Support or Customer Experience leadership roles
Proven track record of reducing churn and improving customer retention
Experience building or scaling support operations and intake processes
Strong analytical skills with experience using data to drive decisions and outcomes
Experience working cross-functionally with Sales Product and Marketing teams
Preferred Experience
Experience in SaaS or subscription-based business models
Familiarity with customer success platforms CRM systems and support tools
Experience implementing customer health scoring or lifecycle management frameworks

Key Competencies

Strategic thinking with strong execution capability
Customer-first mindset with a focus on long-term value
Process design and operational optimization
Data-driven decision making
Cross-functional leadership and influence
Strong communication and stakeholder management skills

Compensation/Benefits Information
Accuris states that the anticipated base salary range for this position is $100000 to $120000 + Bonus + Shared Equity. Final base salary for this role will be based on the individual's geographical location as well as experience and qualifications for the role. For more information on benefits please reach out to the recruiter assigned to the role.
About Company Statement:
We provide the world's engineers mission-critical intelligence safeguarding the technology of today and enabling the breakthroughs of tomorrow. Accuris transforms the world's largest repository of standards and supply chain data into AI-driven insights and connected workflows - enabling engineers to work smarter stay compliant and innovate faster. Behind every world-changing innovation - there's Accuris - the most trusted intelligence platform for engineers. https://accuristech.com/
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
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Top Skills

Crm Systems

Customer Health Scoring

Data Analytics

Kpis

Project Management Tools

SaaS

What the Team is Saying

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The Company

HQ: Denver CO

1200 Employees

Year Founded: 1959

What We Do

Accuris empowers the next generation of engineers to solve tomorrow’s problems today. Our combination of trusted data insights and innovative technology solutions enable business and technical leaders to transform their workflows and make decisions with conviction - bringing their dreams to life in faster smarter and cleaner ways.

Why Work With Us

We’re a global team that strives to think differently – combining the knowledge and resources of an established company with the bold nature of a startup. If you’re eager to make a lasting impact to discover and bring to life new value and opportunities and have a bias toward action and learning you’re in the right place.