Customer Success Manager (Remote- US East Coast Based Only) - Togetherwork

Job Summary 

As Customer Success Manager within Togetherwork's Associations Product Group, you will be a key member of our client-facing team, responsible for nurturing and growing relationships within a portfolio of small business, mid-market, and enterprise-level accounts. Your primary focus will be driving account retention, securing renewals, and fostering long-term partnerships.

In this role, you'll leverage your deep understanding of our products and service offerings, as well as the unique needs of our customers, to deliver tailored solutions that strengthen customer engagement. You'll collaborate with internal teams to support business growth while ensuring a positive customer experience across your assigned accounts.

Responsibilities 

Build and Strengthen Customer Relationships:

• Cultivate lasting relationships to drive customer loyalty and improve retention.
• Consult on product best practices to encourage feature adoption.
• Understand customer business objectives and align our products to meet their needs.

Communicate Effectively:

• Create proactive PowerPoint presentations for various scenarios, including:
  • Quarterly Business Reviews
  • Strategic Recommendations
  • Financial/Retainer Usage Opportunities
  • Results Reporting
  • Best Practices & Product Adoption Strategies
• Identify opportunities for license expansion, upselling, and additional services.
• Analyze customer needs and present insights in a clear, concise format.
• Provide feedback to Product Management and Support teams and coordinate customer communications.

Drive Retention and Expansion:

• Secure annual or multi-year renewals through effective business routines and contract negotiations.
• Ensure customer alignment with financial commitments throughout the renewal process.
• Collaborate with the development team to offer product improvement recommendations based on customer feedback.
• Maintain accurate records of customer interactions and financial details using tools like Salesforce, shared documents, and email.

Requirements 

• Bachelor's degree with at least 1 year of experience in customer success, account management, or client leadership, or 5 years of relevant experience in lieu of a degree.
• Proven experience in selling professional services, negotiating renewals, and conducting business reviews.
• Proficiency in Salesforce, with intermediate-level expertise.
• Strong Excel skills, including the ability to create and apply formulas.
• Demonstrated success in converting customers into long-term, thriving accounts.
• A self-starter with the ability to take initiative and work independently.
• Exceptional multitasking, time management, and attention to detail.
• Strong analytical, written, and verbal communication skills.
• Outstanding customer service and relationship-building abilities.
• Ability to anticipate customer needs by understanding market trends and business dynamics.
• Experience in a SaaS environment is preferred.
• Familiarity with Monday.com is a plus, but not required.

Excited about this role but don't meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $65,000 - $75,000 DOE

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.