[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Wellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research and innovation operations. The Customer Success Manager plays a vital role in supporting enterprise customers, managing their success throughout their lifecycle, and proactively identifying growth opportunities while mitigating churn risks.ResponsibilitiesManage a full book of business, serving as the lead and advisor for assigned customersDevelop and execute comprehensive Customer Success Plans that align product capabilities with the customer’s business objectivesProactively identify churn risks and develop “get well” plansLead renewal conversations, identify expansion opportunities, and partner with Sales to finalize expansionsEducate customers on product features, updates, and best practices to maximize value and adoptionTrack customer usage and engagement to identify risks, opportunities, and areas for improvementServe as primary point of contact for assigned customers, responding promptly to inquiries and requestsMonitor customer satisfaction, gather feedback, and proactively address concerns to support retentionMaintain accurate records of customer interactions, account status, and feedback in CRM and success toolsWork with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessaryIdentify gaps in customer lifecycle and suggest improvements to internal workflowsAct as the ‘voice of the customer’ to Product, providing structured feedback and data-backed feature requestsPromote customer awareness of new features, enhancements, and recommended workflowsSkillsBachelor's degree preferred, with 2-4 years of experience in Customer Success, Account Management, or a related SaaS roleStrong communication and interpersonal skills with the ability to build positive customer relationshipsProven ability to manage difficult conversations and build relationships with mid-level management at customer organizationsExcellent problem-solving abilities and attention to detailAbility to prioritize tasks in a fast-paced, dynamic environmentEnthusiastic, self-motivated, and eager to learnFamiliarity with SaaS applications or enterprise customer environmentsExperience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight)Exposure to customer onboarding, support, or training activitiesCompany OverviewDiscover Wellspring’s software solutions and expert services that transform how ideas and inventions are discovered, protected, and brought to market. It was founded in 2003, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is http://www.wellspring.com.