SanMar is hiring a Customer Success Manager

SanMar is hiring a Customer Success Manager for a mission-critical role as the primary post-sale point of contact. You will establish trusted relationships with customers to accelerate adoption, achieve their strategic goals, and drive satisfaction and retention.

What You'll Do

• Lead seamless onboarding and implementation processes, managing timelines and deliverables to meet customer objectives.
• Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI.
• Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals.
• Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value.
• Provide expertise on tailoring the platform to customer needs and resolve inquiries effectively.
• Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.
• Understand and track customer strategy and challenges; align the platform with their internal narrative and desired outcomes to maximize insights and value.
• Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success.

What We're Looking For

• 5+ years in Customer Success, Account Management, or similar roles within a SaaS or technology environment.
• Proven ability to drive customer adoption, achieve measurable outcomes, and build strong relationships with medium to large organizations.
• Exceptional communication, project management, and interpersonal skills, with experience monitoring KPIs, analyzing customer sentiment, and providing actionable insights.
• Proactive in identifying and resolving challenges, with a strategic perspective on operational efficiency and customer success.
• Quick to learn complex software applications, with the ability to guide customers through setup and troubleshooting.
• Comfortable steering conversations on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA).
• Project management experience and/or experience managing multiple projects with separate stakeholders at once.
• Proficient in Microsoft Excel, including advanced functions such as pivot tables and VLOOKUP to generate and analyze customer reports and insights.

Nice to Have

• Experience ideally supporting HR customers or benefits programs.
• Candidate is preferably in the U.S. Central or Eastern Time Zone.

Team & Environment

You’ll join a dynamic and customer-focused team.

Benefits & Compensation

• Competitive compensation and benefits.
• Opportunities for career growth and professional development.
• A collaborative and innovative work environment.
• Comprehensive benefits package competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, and generous PTO.

Work Mode

This is a remote position.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. We are committed to providing reasonable accommodations to applicants with disabilities.