Customer Success Manager

🕒 6 days ago

🇺🇸 United States – Remote

💵 $60k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fullsteam

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

📋 Description

• Serve as primary point of contact for assigned customers from onboarding through ongoing account management • Guide newly onboarding customers through structured onboarding and implementation workflows • Coordinate GUIDEcx projects, track milestones, conduct weekly customer check-ins, assess go-live readiness, document next steps, and follow up on open action items • Partner with Sales, Learning, Operations, Support, Product, Accounting, and business leadership on customer handoffs and issue resolution • Monitor customer health, product adoption, account activity, and customer requests • Participate in periodic account health reviews and document risks, opportunities, and follow-up actions • Support renewal and contract calendar management • Coordinate customer issues requiring support beyond standard troubleshooting • Track issues through resolution, provide status updates, document outcomes, and complete follow-up actions • Support cancellation, transfer-of-ownership, and administrative account-change requests • Maintain accurate records of communications, onboarding progress, account changes, approvals, effective dates, issue outcomes, and resolutions • Identify recurring issues, handoff challenges, and documentation needs to support process improvement • Advise customers on product features, best practices, and adoption strategies

🎯 Requirements

• 2+ years of experience in a customer-facing role preferred • Strong understanding of customer success principles, customer retention, and product adoption strategies • Ability to manage structured customer onboarding projects, track milestones, document next steps, and drive implementation and go-live timelines • Excellent communication and interpersonal skills • Ability to manage multiple customer accounts and priorities simultaneously • Self-motivation and organization • Solid problem-solving skills and ability to address customer concerns with empathy and professionalism • Ability to recognize customer risk, summarize account trends, communicate next steps clearly, and work cross-functionally • Proficiency in AI tools such as Copilot, Claude, or ChatGPT • Previous experience with contract renewals, expansion, and adoption opportunities • Experience with SaaS products or technology services highly desirable • Bachelor's degree in business, marketing, or related field, or equivalent experience • Experience in a B2B environment, particularly with high-value enterprise customers • Previous experience supporting customer onboarding, implementation, software launch, or customer training activities in a SaaS or technology environment preferred • Experience supporting customer escalations, retention risk tracking, account health conversations, renewals, cancellations, or account-change processes preferred • Previous experience in the tour operator/travel industry in a customer success, support, trip planner, or sales/operations role preferred

🏖️ Benefits

• 100% remote workforce • Inclusive workplace valuing diversity of thought, experience, and background • Equal Opportunity/Affirmative Action employer