Customer Success Manager

The Customer Success Manager (CSM) at INNERGY is responsible for helping customers realize the full value of their investment in Microvellum and INNERGY Engineering solutions. The role involves building strong relationships, driving product adoption, supporting long-term business outcomes, and maximizing customer retention and growth.

Location: Remote (US)

Responsibilities

• Serve as the primary post-implementation relationship owner for a portfolio of Microvellum and INNERGY Engineering customers.
• Develop trusted advisor relationships with executive sponsors, administrators, engineers, and end users.
• Drive customer adoption through strategic business reviews, success planning, training recommendations, and proactive engagement.
• Monitor customer health, identify risks, and develop action plans to improve customer outcomes and retention.
• Partner with Technical Support and Professional Services to coordinate issue resolution and advocate for customer needs.
• Identify opportunities for additional training, consulting, products, and services that help customers maximize their investment.
• Collaborate with Sales on renewal and expansion opportunities while ensuring a seamless customer experience.
• Capture customer feedback and partner with Product to influence future enhancements.
• Maintain accurate customer health metrics, account plans, and activity within CRM.
• Champion the voice of the customer across the organization.

Requirements

• 3+ years of Customer Success, Account Management, Professional Services, or related SaaS experience.
• Experience managing a portfolio of B2B customers.
• Strong consultative communication and relationship-building skills.
• Ability to manage multiple customer priorities in a fast-paced environment.
• Excellent problem-solving and project coordination abilities.
• Experience with CRM platforms such as HubSpot, Salesforce, or similar.
• Bachelor's degree or equivalent experience preferred.