Customer Success Manager- Remote

📋 Description

• • Own the entire post-sale lifecycle for a high-volume portfolio of Mid-Market and SMB customers, ensuring every account achieves measurable business value, renews on time, and expands into additional Jitterbit solutions.
• • Serve as the single-threaded owner of customer health, acting as the primary escalation point for all strategic, technical, and commercial issues while orchestrating internal Product, Sales, Support, and Implementation teams to deliver seamless, white-glove service.
• • Partner daily with the Manager of Implementations and Project Managers during the critical onboarding phase—tracking milestones such as data migration, legacy-system retirement, and feature activation—so that customers move from “go-live” to “value-realized” in the shortest possible time.
• • Leverage Planhat (our Customer Success Platform) to automate touchpoints, monitor adoption KPIs, and trigger risk alerts, enabling you to manage dozens of concurrent accounts without sacrificing quality or personalization.
• • Transform yourself into a rebate-industry expert, distilling complex use-cases into best-practice playbooks, lunch-and-learns, and executive QBRs that position you as the trusted advisor who can speak fluently to both end-users and C-suite sponsors.
• • Drive product adoption post-implementation by designing success plans that map Jitterbit capabilities to each customer’s unique rebate workflows, ensuring the platform becomes their single source of truth and unlocking expansion conversations.
• • Proactively identify Customer Success Qualified Leads (CSQLs) by analyzing usage patterns, NPS feedback, and whitespace in the account, then collaborate with the Revenue team to convert those signals into multi-year, multi-product expansion deals.
• • Build and execute tailored account-growth strategies—including ROI models, executive business reviews, and advocacy programs—that increase net-revenue retention and turn satisfied customers into enthusiastic references.
• • Detect early churn signals (declining usage, missed milestones, budget freezes) and craft mitigation plans—ranging from executive escalations to custom training sessions—that rescue at-risk accounts and protect recurring revenue.
• • Maintain pristine data hygiene in Planhat, ensuring every interaction, risk, opportunity, and outcome is logged so that leadership dashboards reflect real-time, accurate insights for forecasting and strategic planning.
• • Champion continuous improvement by surfacing customer feedback loops to Product and Engineering, participating in OKR-setting sessions, and co-authoring scalable playbooks that elevate the performance of the entire Mid-Market CS team.
• • Balance competing priorities with ruthless prioritization—knowing when to dive deep on a complex integration issue versus when to delegate—so that every customer feels like your only customer while internal deadlines and quarterly targets are still met.