Customer Success Manager

• As a Customer Success Manager at 8am, you will guide customers through every stage of the lifecycle, from onboarding and adoption to value realization, expansion, and retention
• You will use data and engagement insights to proactively identify risks and opportunities, helping customers maximize the value of 8am’s solutions
• In this role, you’ll drive adoption, support growth initiatives, and partner closely with cross-functional teams to improve the overall customer experience
• You will also serve as a trusted advisor and advocate for your customers, ensuring their needs are represented across the organization
• Guide customers through key stages of the customer lifecycle, including onboarding, adoption, value realization, expansion, and retention
• Lead and support the development, execution, and monitoring of customer success plans across digital and hybrid engagement models
• Proactively identify risks and opportunities through customer data, usage trends, and engagement signals
• Drive customer engagement and adoption of core workflows, features, and solutions to maximize realized value
• Support retention and growth initiatives by reinforcing best practices, expansion pathways, and renewal readiness
• Collaborate with cross-functional teams to share customer insights and influence roadmap and programs
• Serve as a customer advocate and voice of the customer within the organization
• Provide consultative guidance to customers on optimizing their use of 8am solutions
• Support scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys
• Monitor customer health indicators, engagement levels, and success milestones
• Contribute to continuous improvement of Customer Success playbooks, processes, and digital programs
• Maintain timely and accurate documentation in customer success platforms and CRM systems
• Serve as a brand ambassador in all customer interactions

Benefits

• Wide range of affordable, company-supported medical, dental, vision, and disability plans
• Reimbursements for whatever helps you bring the WOW, whether that’s health and wellness or learning
• Mental health support and an Employee Assistance Program
• Access to cutting-edge conferences, professional manager coaching and ongoing professional development
• Bonuses and unit options as part of our total rewards packages
• Team meetings, company-wide all-hands, and offsite events
• Office, remote & hybrid work options- This role is ideal for someone who is customer-focused, data-driven, and motivated to drive both customer and business outcomes
• Ability to work effectively in a fast-paced, evolving environment
• Strong ability to analyze customer data and translate insights into action
• Strong organizational, prioritization, and time management skills
• Experience working in digital-first or hybrid customer engagement models preferred
• SaaS experience required; payments, fintech, or legal industry experience preferred
• Proven ability to build trust and credibility with customers in remote and scaled environments
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation
• Excellent written and verbal communication skills
• 3+ years of experience in Customer Success, Account Management, SaaS Support, or a related customer-facing role
• Comfortable learning and navigating new technologies and systems