Customer Success Manager - US, New York / New Jersey [Remote]

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Customer Success


Customer Success Manager - US, New York / New Jersey [Remote]


Location: US, New York / New Jersey [Remote]
Responsibilities
Accounts

• Manage a portfolio of mid-market and enterprise customers across various lifecycle stages, from onboarding to renewal
• Lead customer meetings including onboarding, QBRs, enablement sessions, and ongoing follow-ups
• Understand customer goals and define success plans to ensure ongoing value from the platform
• Ensure high adoption and effective usage of the platform’s features by different user personas
• Collaborate with Sales to support renewals and drive expansion opportunities

Risk

• Proactively identify risks to customer satisfaction, usage, and retention, and create clear action plans to address them
• Monitor customer health signals and track key metrics like engagement, sentiment, and support patterns
• Be accountable for solving challenges early before they escalate into churn risks
• Stay organized and detail-oriented across a high volume of accounts and multiple priorities

Relationships:
‍

• Build deep, long-lasting relationships with key stakeholders, from power users to C-level decision makers
• Be a trusted advisor, helping customers integrate Alta into their business workflows and strategy
• Understand customer pains and translate them into impactful, actionable solution
• Represent Alta’s culture and values in every interaction ‍

Product

• Develop deep product expertise across Alta’s AI tools and integrations
• Guide customers on best practices for implementation and adoption, including training and enablement
• Act as the voice of the customer: collect product feedback and collaborate with internal teams to influence roadmap and user experience
• Help scale Customer Success by contributing to FAQs, help center content, and onboarding materials
• Champion new features and lead rollouts to customers

Required
What You Bring:

• 3–5...