ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Customer Success Manager managing enterprise accounts at Infinitus, a healthcare AI company. Focused on client growth, retention, and collaboration across multiple teams in a hybrid work environment.
Responsibilities
- Own enterprise accounts end-to-end: from onboarding through renewal and expansion, serving as the primary strategic contact across the full customer lifecycle
- Drive ongoing customer health and success: conduct regular check-ins, usage and outcomes monitoring, Quarterly Business Reviews (QBRs), and proactive outreach to ensure value realization and early issue detection
- Identify and convert growth/expansion opportunities: map customer needs, identify new/expansion use cases, and partner with Sales to grow adoption across customers’ business units and departments
- Support implementation and adoption: partner with our Enablement team on integrations, workflow design, technical launches, and user training to ensure rapid time-to-value and stable onboarding
- Collaborate cross-functionally: partner with Product, Engineering, Sales, Marketing, Operations, and Finance/RevOps to resolve roadblocks, support billing and invoicing accuracy, and coordinate expansions or new pilots for existing accounts
- Maintain strong account operations and hygiene: maintain CRM/CS tool records, manage communications, issue resolution, renewal tracking, and billing/invoice checks as needed
- Advocate for the customer internally: collect feedback, surface product or workflow enhancement ideas, and help inform product roadmaps based on real-world usage and needs
- Build and deepen relationships across stakeholders: from end-users to senior executives, earn trust, influence adoption, and drive enterprise-level engagement
Requirements
- 5+ years of experience in customer success, technical account management, or consulting roles in SaaS, health tech, AI, or related fields
- Strong technical fluency and workflow empathy to understand integrations, APIs/workflows or clinical/operational contexts, and translate product value to both technical and business stakeholders
- Demonstrated ability to manage complex, multi-stakeholder enterprise accounts and guide organizations through change, adoption, and expansion
- Track record of driving expansion, renewals, and increased utilization (i.e., not just retention, but growth within accounts)
- Comfort operating cross-functionally and serving as a customer advocate across Marketing, Sales, Product, Engineering, and Operations teams
- Strong communications: clear, empathetic, and executive-ready with the ability to distill technical complexity into business value
- Proactive, results-oriented mindset: strong problem-solving skills with the ability to anticipate risks and opportunities
- Experience with CRM/CS tools and account hygiene (e.g. data tracking, billing/invoice accuracy, renewal management, usage metrics)
- Ability to manage multiple accounts concurrently and prioritize across tasks, while remaining detail-oriented
Benefits
- Competitive salary, equity, and 401(k)
- Wellness stipend & great benefits (medical, dental, vision)
- Generous PTO & parental leave
- Bi-annual offsites & a collaborative, mission-driven culture
- Hybrid work (SF office Mon/Tues/Thurs) + catered lunches (*Bay Area Positions only)*
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Engagement Manager for ABRAMS, managing email and lifecycle marketing programs. Collaborating with eCommerce & Engagement team, focusing on customer segments and journeys.
CRM Back Office Architect to design and implement CRM solutions for a roadway system's digital transformation. Collaborate with cross - functional teams and serve as SME for CRM and Account Management solutions.
Customer Success Consultant managing National Accounts for Southern Glazer's, focusing on customer service and compliance. Building relationships and understanding digital needs of clients in beverage distribution.
CRM Specialist implementing strategies to enhance client relationships in real estate projects. Focus on optimizing sales funnel efficiency and improving client conversion rates in a dynamic growth environment.
Customer Success Executive managing customer journeys from onboarding to renewal at Hurree. Focus on driving product adoption and strategically improving customer satisfaction for their SaaS solution.
Manager leading Customer Success initiatives at Notion, boosting adoption and retention for a collaborative platform. Driving team performance while mentoring and scaling Customer Success operations.
Providing operational support as a CRM Analyst at FMU. Handling user inquiries and data management tasks in HubSpot.
Microsoft Dynamics 365 Functional Consultant at Sanlam ensuring functional integrity and configuration quality of the Dynamics 365 platform. Collaborating across teams for solution design and implementation.
Director of Customer Success at Aescape leading a team to support partner engagement and satisfaction. Overseeing operations and strategic initiatives for service delivery in wellness environments.