[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. onPhase is seeking an accomplished Customer Success Manager to drive measurable business value for customers in B2B SaaS, particularly in financial software domains. The role involves owning the post-sale customer journey, fostering relationships, and ensuring customers realize the full value of onPhase solutions.
Responsibilities
- Own the post-sale customer relationship, guiding customers through pre-implementation activities and supporting them through go-live and early adoption to ensure a smooth transition into ongoing success
- Lead investigative conversations with customer stakeholders to uncover goals, challenges, and growth opportunities, and execute customer success plans that deliver measurable business outcomes
- Proactively monitor customer health (utilization trends, CSAT/NPS, qualitative feedback, and operational data) to surface actionable insights, identify success stories worth celebrating, and recommend configuration or process optimizations that increase the value of automation
- Quantify and communicate the business value customers realize from onPhase, and cultivate referenceable customers
- Proactively surface risks early and lead the creation of 'Get to Green' plans with clear actions, owners, and success metrics
- Partner with cross-functional teams (Support, Services, Product, Sales, and State/Partner teams) to accelerate issue resolution and protect customer outcomes
- Maintain accurate health and risk forecasts that inform renewal readiness, and partner with Account Management to support the renewal process and protect long-term customer relationships
- Regularly review customer success plans with stakeholders to adjust strategies as needed
- Co-lead Impact Reviews with Account Managers to communicate business outcomes, product value, and forward-looking initiatives
- Identify expansion opportunities through investigative discovery and usage insights, and surface them to the Sales team
- Provide insight and advocacy to Account Managers to build value-based cases for expansion
- Act as the voice of the customer within the company by surfacing feedback, insights, and patterns to internal teams to drive product improvements and inform strategic decisions
Skills
- 3+ years proven experience in customer success, account management, or a similar customer-facing role in B2B SaaS
- Demonstrated experience driving measurable business value and outcomes for customers, with the ability to translate product capabilities into business impact
- Experience supporting Office of Finance customers (AP, AR, ERP, or financial software)
- Proven track record of partnering across cross-functional teams (Sales, Implementation, Services, Product, Support) to drive customer outcomes
- Experience interpreting customer health signals (usage data, CSAT/NPS, and qualitative feedback) to identify risk and opportunity
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers, including senior stakeholders
- Excellent problem-solving and conflict resolution abilities
- Detail-oriented with strong organizational skills
- Ability to work independently and collaboratively in a fast-paced environment
- Familiarity with CRM software and other relevant tools
- Bachelor's degree in business or a related field
- Background working in both high-growth technology companies and more structured, enterprise-level organizations
Company Overview