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About the Role
Portside is seeking a proactive and customer-focused Customer Success Manager to own a large book of small and medium-sized business (SMB) accounts through a high-volume, tech-enabled motion. This role will manage and improve automated processes for customer engagement, stepping in personally where accounts need attention. You will partner closely with cross-functional teams to ensure automated journeys run smoothly and resolve escalations effectively.
Responsibilities
- Manage and continuously improve the end-to-end customer journey (onboarding, cadence, support, renewal, and expansion) for your book of business.
- Handle escalations across your portfolio, using strong judgment and people skills to resolve issues and protect the relationship.
- Track customer health, usage, and engagement data to identify where automated processes are working and where a personal touch is needed.
- Maintain a deep understanding of Portside's products and underlying technology to effectively advise customers and troubleshoot issues as they're escalated.
- Oversee the automated, persona-based onboarding journey, including the internal hand-off from Sales, welcome sequences, and in-app tooltips, stepping in personally when a customer trips a no-activity trigger to get onboarding back on track.
- Maintain templated, auto-tracked success plans for accounts in your book of business, and oversee automated bi-annual account reviews, email nurture campaigns, and video product tours, refining content and triggers based on performance.
- Monitor AI and self-serve support channels to ensure customers are getting accurate, timely help, and step in on escalations that self-serve support can't resolve.
- Oversee automated renewal outreach across your book of business, and take ownership of accounts that escalate to the pooled CSM queue, resolving underlying issues to protect the renewal.
- Monitor in-app upgrade prompts and product-led expansion performance across your accounts, flagging trends or friction points to Product and Sales, and identify accounts where a light personal touch could unlock expansion, looping in Sales as appropriate.
- Encourage customer participation in Portside's customer community for peer learning, support deflection, and advocacy identification.
- Identify customers from your book of business who are strong candidates for testimonials, case studies, referrals, or community advocacy.
Requirements
- At least 5 years in a customer-facing role, including experience in a high-volume, tech-enabled Customer Success motion managing 100+ accounts.
- SaaS experience required.
- Demonstrated experience using technology and automation to increase reach and efficiency across a large book of business.
- Strong people skills, with a track record of effectively handling and resolving customer escalations.
- Strong analytical skills, with the ability to interpret usage data and health metrics to prioritize where to step in.
- Excellent communication, relationship-building, and problem-solving skills.
- Bachelor's degree or equivalent practical experience.
Skills
- Customer Success
- Technology and automation
- Interpersonal skills
- Analytical skills
- Communication skills
- Relationship-building skills
- Problem-solving skills
Location
- Fully remote
Work Type
- Fully remote
- Full-time
Experience Level
- 5+ years
Education Level
- Bachelor's degree or equivalent practical experience
Benefits
- Competitive base salary
- Fully remote work
- Generous time off policy
- Health, dental, and vision insurance
- Opportunities for professional development and career advancement.
About the Company
- Dynamic, collaborative, and fast-growing work environment.