Customer Success Manager

Are you passionate about helping customers succeed—not just “supporting” them, but empowering them to thrive? Do you thrive in a fast-moving, transparent environment where your ideas and impact matter? If you’re the kind of person who builds trust quickly, loves solving problems, and gets energized by helping clients realize real value through technology, this role is for you. Who We Are: SATISFYD is the go-to experience management platform for the equipment industry. For over 25 years, we’ve helped dealerships and manufacturers understand and act on what matters most—feedback from their customers and employees. We specialize in Voice of Customer (VoC), Reputation Management, and Voice of Employee (VoE) solutions—purpose-built for heavy equipment, agriculture, construction, and industrial brands. As the market evolves, we're laser-focused on scaling automation, deepening analytics, and helping our clients elevate service with smarter, AI-powered tools. This role isn’t about checklists and call logs—it’s about building relationships, solving meaningful business problems, and helping our clients unlock value from day one. About the Role: Customer-First Culture: Everything we build—and every decision we make—starts with how we can better serve our clients. Your voice will shape what comes next. Own the Onboarding Experience: You’ll own the onboarding strategy, streamline implementation, and become a trusted advisor to some of the biggest names in the equipment space. Build Real Relationships: Our clients are long-term partners. You’ll work closely with them to understand their goals and help them succeed. Autonomy + Flexibility: We don’t micromanage. You’ll set the tone, own your accounts, and have the freedom to work where and how you’re most effective. What You’ll Do: Lead onboarding for new clients on our XperienceHub platform—from kickoff to go-live. Educate and empower users with best practices, training, and insights that help them get maximum value. Manage relationships across a mix of dealerships and manufacturers—guiding clients through configuration, adoption, and beyond. Troubleshoot and solve problems quickly, looping in Support when needed but always owning the client experience. Collaborate cross-functionally to relay client feedback and shape product enhancements. Monitor account health and usage trends to proactively drive retention and renewals. What You Will Bring: Relationship Builder: Your strong relationship skills will allow you to connect and build trust with new and existing clients.   Tech-Comfortable: Experience navigating SaaS platforms and explaining them to non-technical users.  Bonus points if you’re familiar with HubSpot and Freshdesk.  Self-Starter: With flexibility, you’ll need to manage your time like a pro and stay a step ahead of client needs. Communicator: You’re clear, concise, and persuasive—in emails, Teams, and one-on-ones.   Process-Oriented but Flexible: You love repeatable systems but aren’t afraid to initiate change and adapt.   Why Join Us? Remote-First Flexibility: Work from wherever you’re most productive No Red Tape: We move quickly and cut the fluff Make Your Mark: Your voice and ideas matter—directly shape how we grow Customer-Centric Culture: We prioritize long-term success and client trust over shortcuts Career Growth: As we scale, you’ll have room to expand into leadership or specialization Collaborative Team: Work alongside people who care deeply about doing great work together Requirements Minimum of 3 years of experience in customer success, account management, or a related field. Bachelor’s degree in Business, Marketing, or a related area. Strong communication and interpersonal skills, with the ability to build rapport with clients. Proven experience in working with customer and driving high levels of satisfaction. Strong problem-solving skills and the ability to think critically. Self-motivated, adaptable, and able to work effectively in a remote environment. Experience with CRM software and customer engagement platforms, knowledge of HubSpot is a plus. Ability to analyze data and present insights in a clear and compelling manner. Experience in the B2B sector or technology industry is a plus. Passion for customer success and a strong desire to help clients achieve their goals. Benefits Health Care Plan (Medical and Dental) Retirement Plan (IRA) Paid Time Off (Vacation, Sick & Public Holidays) Family Leave (Maternity, Paternity) Training & Development Work From Home Salary Range $60K - $80K USD