[Remote] Customer Success Manager - Xray

Note: The job is a remote job and is open to candidates in USA. Sembi is a company looking for a Customer Success Manager to drive adoption and engagement across a portfolio of mid-market and growth accounts. This role involves managing customer relationships, ensuring successful onboarding, and collaborating with internal teams to enhance customer satisfaction and retention.

Responsibilities

• Own a portfolio of mid-market and growth accounts, ensuring customers successfully adopt and realise value from the product
• Develop and execute customer success plans tailored to account needs, maturity, and usage patterns
• Proactively engage customers to drive adoption, best practices, and continuous value realisation
• Independently manage customer relationships across user and business stakeholders
• Monitor customer health signals including usage, engagement, sentiment, and feedback
• Identify risks, gaps, and churn signals early and take proactive action to mitigate them
• Own first-line response to customer health risks and coordinate internally to ensure resolution
• Own renewal readiness signals for your portfolio by ensuring customers are achieving measurable value
• Partner with Renewal Managers by providing structured insights on account health, risks, and stakeholder context
• Ensure customers are aligned on value outcomes ahead of renewal cycles, without owning commercial negotiation or contract execution
• Act as the primary point of contact for your accounts, building strong, multi-threaded relationships across user and business stakeholders
• Run structured customer engagements (e.g. success reviews, QBR-lite sessions) to reinforce value, alignment, and adoption
• Maintain strong stakeholder mapping and engagement cadence across your portfolio
• Act as the voice of the customer, sharing structured feedback with Product, Renewals, Sales, and Support teams
• Collaborate with internal teams to remove blockers and improve the customer experience
• Support resolution of escalations through cross-functional coordination and ownership
• Use usage, engagement, and customer feedback data to drive proactive decision-making
• Identify patterns across your portfolio and propose improvements to processes, playbooks, or customer engagement strategies
• Maintain accurate and up-to-date records in CRM and CS systems

Skills

• 2–5 years' experience in customer success, account management, or SaaS customer-facing roles
• Proven ability to independently manage a portfolio of mid-market or growth accounts
• Strong analytical skills with the ability to interpret usage and engagement data and translate insights into action
• Excellent communication and relationship-building skills, with the ability to engage multiple stakeholders at different levels
• Proactive, organised, and comfortable managing competing priorities across multiple accounts
• Strong understanding of SaaS business models and customer lifecycle management
• Comfortable working in a fast-paced, high-growth environment with evolving processes
• Demonstrated ability to operate independently with accountability for customer outcomes
• Experience with CRM and Customer Success tools (e.g. Salesforce, HubSpot, Gainsight)
• Experience working in segmented CS models (SMB / Mid-Market / Enterprise)
• Exposure to structured renewal or retention processes and collaboration with Renewals teams

Company Overview