Customer Success Manager

Customer Success Manager

This role is remote within the United States. Candidates must be located within reasonable proximity to one of the following company facilities: Moonachie, NJ; Columbus, OH; Arlington, TX; Phoenix, AZ; or Miami, FL

About the Role

We're looking for a Customer Success Manager to build strong relationships with our enterprise customers, deliver an exceptional customer experience, and help drive retention and account growth at 4over.

In this highly collaborative role, you'll serve as a trusted partner to our customers, proactively managing their needs, resolving challenges, and identifying opportunities to strengthen relationships. You'll work closely with our Sales team, including Key Account Managers and Regional Account Managers, to support account strategies, uncover growth opportunities, and ensure customers are getting the most value from our products and services.

This is an exciting opportunity for someone who is passionate about customer relationships, enjoys solving problems, and understands how exceptional service contributes to long-term business growth.

What You'll Do

• Manage and strengthen relationships with assigned enterprise and high-value customer accounts, ensuring a positive and consistent customer experience.
• Partner closely with Key Account Managers (KAMs) and Regional Account Managers (RAMs) to support account strategies, customer retention, and revenue growth.
• Serve as a primary point of contact for day-to-day customer needs, order management, problem resolution, and account support.
• Proactively monitor customer health, satisfaction, purchasing activity, account risks, and revenue performance to identify trends and opportunities.
• Identify cross-sell, upsell, new product, expanded-volume, and other account growth opportunities, sharing insights and recommendations with the Sales team.
• Collaborate with Sales to develop and pursue growth opportunities, providing customer insights, purchasing history, relationship context, and business needs.
• Build strong relationships with customer stakeholders to better understand their goals, challenges, and evolving business needs.
• Identify and resolve order issues, customer experience trends, priority jobs, and escalations while coordinating internal resources to ensure timely resolution.
• Participate in Quarterly Business Reviews (QBRs) and regular account reviews, providing insights into customer satisfaction, account performance, risks, and growth opportunities.
• Coordinate customer onboarding, training, and ongoing support in partnership with Sales and internal teams.
• Partner with Customer Experience, Quality Assurance, Operations, Product Development, Marketing, and Technology to resolve challenges and improve the customer experience.
• Support the successful implementation of new products, services, and cross-sell or upsell opportunities in collaboration with Sales and other business partners.
• Coordinate with Technology and Sales teams to support customer integrations, including API and PrinterBridge solutions.
• Communicate product updates, pricing changes, shipping information, and new releases to customers in partnership with KAMs and RAMs.
• Maintain proactive communication with customers and internal stakeholders to mitigate risks, protect revenue, and strengthen long-term relationships.

What We’re Looking For

• Experience in Customer Success, Account Management, Customer Relations, or a similar customer-facing role.
• Experience supporting enterprise, strategic, or high-value customer accounts.
• Prior print industry experience.
• Demonstrated ability to build, develop, and maintain strong customer relationships.
• Strong understanding of customer retention, account health, customer satisfaction, and relationship management.
• Ability to identify customer needs and recognize cross-sell, upsell, product adoption, and revenue growth opportunities.
• Experience partnering with Sales teams to support account strategies, customer relationships, and business growth.
• Strong problem-solving skills with the ability to manage customer escalations and resolve challenging situations professionally.
• Excellent communication, interpersonal, negotiation, and conflict-resolution skills.
• Highly organized with strong time management, prioritization, and multitasking abilities.
• Ability to collaborate effectively across Sales, Customer Experience, Operations, Technology, and other business functions.
• Proficiency with Microsoft Office, email, and general business technology.
• High school diploma or equivalent required; college degree preferred.

What Makes You Successful

• You're customer-focused and relationship-driven. You genuinely care about understanding your customers, building trust, and creating positive experiences that lead to long-term partnerships.
• You're proactive, not reactive. You anticipate customer needs, identify potential issues early, and take action before challenges impact satisfaction or retention.
• You understand the connection between service and growth. You recognize that strong customer relationships create opportunities for increased product adoption, cross-selling, upselling, and account expansion.
• You're a strong partner to Sales. You understand how Customer Success and Sales work together to protect existing relationships, share customer insights, and identify opportunities to grow accounts.
• You're a natural problem solver. You stay calm under pressure, navigate challenging customer situations, and bring the right people together to find solutions.
• You're organized and accountable. You can manage multiple customer accounts, prioritize competing needs, follow through on commitments, and ensure nothing falls through the cracks.
• You're collaborative and communicate effectively. You build strong relationships with customers and internal teams, keeping everyone aligned and informed.
• You think strategically about customer relationships. You look beyond day-to-day interactions to understand customer purchasing behavior, business goals, potential risks, and opportunities for long-term success.

Equal Opportunity Statement

4over is an Equal Opportunity and Affirmative Action employer. It provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, national origin, age, religion, disability, or any other legally protected status and takes affirmative action to recruit, employ, train, and promote qualified minorities, women, covered veterans, and individuals with disabilities.