[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. BlastPoint is a B2B data analytics startup located in Pittsburgh, PA, dedicated to helping organizations transform data into actionable intelligence. The Customer Success Manager will partner with customers to understand their business objectives, guide platform adoption, and ensure they realize measurable value from their investment, while also leading strategic conversations and identifying growth opportunities.ResponsibilitiesServe as the primary strategic partner and trusted point of contact for an assigned portfolio of customersDevelop a deep understanding of each customer's business objectives, priorities, initiatives, and success metricsBuild and maintain strong relationships across all levels of the organization, from day-to-day platform users to executive stakeholdersLead regularly scheduled strategic meetings to review progress, align priorities, remove obstacles, and maintain momentum toward customer goalsProactively guide customers toward achieving their objectives by connecting business priorities with platform capabilities, best practices, and actionable recommendationsParticipate in onboarding sessions, and lead product training, Executive Business Reviews, and strategic planning discussions that reinforce customer goals and long-term successDrive adoption through outcome-focused customer engagement, providing recommendations and workflow guidance aligned with each customer's business objectivesContinuously monitor customer performance against established goals, platform adoption, and engagement metrics to identify trends, measure success, and proactively address declining performance before it becomes a riskTranslate customer data, platform usage, and campaign performance into meaningful insights that demonstrate measurable business value and ROIBring new ideas, industry perspectives, benchmarks, and actionable recommendations to every customer interaction - not just status check-insDevelop a strong understanding of BlastPoint's product offerings and how they work together to create greater value for customersIdentify expansion opportunities and partner with Account Managers to support upsell and cross-sell initiatives aligned with customer priorities and business objectivesBuild and maintain success plans, action plans, and renewal readiness strategies that create transparency, accountability, and a shared understanding of goals and next stepsContinuously monitor customer health, engagement, and success metrics to proactively identify risks and strengthen long-term partnershipsExecute retention strategies and reinforce measurable value well before renewal conversations beginCreate clear, professional customer-facing documentation for business reviews, presentations, and strategic plans that communicate progress, recommendations, and measurable outcomesMaintain proactive, transparent communication that establishes clear expectations, ownership, and visibility into customer initiatives and success metricsDocument customer priorities, action items, and strategic decisions to ensure alignment across internal and external stakeholdersPartner closely with Customer Success Operations to continuously improve customer success processes, playbooks, and best practices to create a scalable and consistent customer experienceRepresent the voice of the customer by sharing insights, feedback, performance trends, and business priorities with Product, Engineering, Data Science, Sales, Marketing, and Expansion teamsCoordinate cross-functional efforts to resolve critical customer issues while maintaining proactive, transparent communication throughout the processActively participate in feedback loops with Product, Engineering, and Expansion teams to translate customer insights into product enhancements and an improved customer experienceAdvocate for scalable product enhancements, process improvements, and customer success initiatives based on customer feedback and observed trendsSkillsBachelor's degree or equivalent experience3–5+ years of experience in Customer Success, Account Management, or another customer-facing role, preferably within a B2B SaaS or technology organizationExperience managing a portfolio of customer relationships across different stages of the customer lifecycle while balancing recurring engagements and strategic initiativesExperience creating and delivering Executive Business Reviews, strategic presentations, success plans, or customer-facing recommendationsDemonstrated ability to analyze customer data and performance metrics to develop actionable insights and tell compelling, data-driven storiesWillingness to travel periodically for customer meetings, conferences, and company All-Hands events (approximately twice per year within the U.S.)Experience working in a startup or high-growth environmentExperience supporting B2B SaaS customers within regulated or data-driven industries such as utilities, financial services, or analyticsProficiency with collaboration and productivity tools such as Google Workspace, HubSpot, Asana, Slack, Canva, Excel, Sheets, or similar platformsExperience independently learning new technologies and business domains while translating complex concepts into practical customer guidanceBenefitsCompetitive compensation$500 home office stipendMedical, dental, and vision insuranceFlexible, work-life balance cultureThree weeks of paid vacation11 paid company holidaysUnlimited sick time401(k) retirement planCompany OverviewBlastPoint offers a customer intelligence platform and analytics tools designed to turn raw customer data into actionable insights. It was founded in 2016, and is headquartered in Pittsburgh, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is https://blastpoint.com.