Customer Success Manager

Job Location:

East Coast US Remote

Start: Immediately

Job Type:

Overview

Active Nav is a fast-growing SaaS company transforming the way organizations manage, govern, and leverage their data. Our cutting-edge data management platform empowers businesses to make smarter decisions with clean, compliant, and connected data.

We’re seeking a dedicated Customer Success Manager (CSM) to join our team and serve as a trusted advisor to clients throughout their data journey.

As a Customer Success Manager, you will play a critical role in ensuring customers derive maximum value from our platform. You will own the post-sales customer relationship, drive user adoption, identify growth opportunities, and ensure long-term customer satisfaction and retention.

This role requires a blend of technical aptitude, project management expertise, relationship-building skills, and a deep understanding of data management best practices.

Key Responsibilities

You must be a detail-oriented, self-motivated and results-driven customer-facing professional who deals well with ambiguity and can quickly prioritize customer needs in a fast-paced environment. The ideal candidate would have experience in:

Serve as the main point of contact for a portfolio of customers, ensuring successful onboarding, adoption, and value realization.
Monitor, measure, and map the client’s successful usage of our cloud service to minimize churn.
Develop a deep understanding of customers’ data management goals and tailor success plans to drive outcomes aligned with their business objectives.
Monitor customer health and proactively identify risk factors or expansion opportunities.
Conduct regular business reviews, offering insights on usage metrics, best practices, and new features.
Collaborate with Sales, Product, and Support teams to ensure a cohesive customer experience.
Advocate for customers internally, representing their voice in product roadmap discussions and enhancement requests.
Drive customer renewals and identify upsell/cross-sell opportunities in partnership with Account Managers.
Maintain accurate records of customer interactions, health scores, and account status in CRM tools (e.g., Salesforce, Gainsight, HubSpot).
Provide continuous feedback and new feature requests to our development teams.
Ability to travel

Requirements

The ability to work collaboratively with Sales, Support, Marketing, Product and Professional Services team members to ensure an exemplary experience for our customers.

Driven by the desire to ensure that our customers are happy and are successfully using our products.
Account management and strategic selling skills with numerous stakeholders
Highly organized and able to multi-task.
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Demonstrate leadership qualities.
High computer literacy and ability to learn new software
Knowledge of customer success processes and KPIs
A service-oriented, can-do attitude
Strong sense of ownership

Experience

2+ years of experience in a Customer Success, Account Management, or Consulting role within a SaaS environment.
Strong understanding of data management concepts (e.g., data governance, data privacy, discovery, data protection).
Proven ability to manage customer relationships with executive stakeholders and technical users.
Exceptional communication, presentation, and project management skills.
Proficient in CRM and Customer Success tools
Comfortable navigating technical conversations and working closely with data team

Education

Bachelor’s Degree in Data Science, Computer Science, Information Science/Technology, or equivalent experience.

Active Nav is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled