Customer Success (Remote- East Coast)
Customer Success Manager (East Coast, Remote)
Location: US East Coast, Remote
Time Zone Coverage: Must support U.S. customers, 9 AM to 5 Pm CST
Responsibilities:
Accounts
- Manage a portfolio of mid-market and enterprise customers across various lifecycle stages, from onboarding to renewal
- Lead customer meetings including onboarding, QBRs, enablement sessions, and ongoing follow-ups
- Understand customer goals and define success plans to ensure ongoing value from the platform
- Ensure high adoption and effective usage of the platform’s features by different user personas
- Collaborate with Sales to support renewals and drive expansion opportunities
Risk:
- Proactively identify risks to customer satisfaction, usage, and retention, and create clear action plans to address them
- Monitor customer health signals and track key metrics like engagement, sentiment, and support patterns
- Be accountable for solving challenges early before they escalate into churn risks
- Stay organized and detail-oriented across a high volume of accounts and multiple priorities
Relationships:
- Build deep, long-lasting relationships with key stakeholders, from power users to C-level decision makers
- Be a trusted advisor, helping customers integrate Alta into their business workflows and strategy
- Understand customer pains and translate them into impactful, actionable solution
- Represent Alta’s culture and values in every interaction
Product:
- Develop deep product expertise across Alta’s AI tools and integrations
- Guide customers on best practices for implementation and adoption, including training and enablement
- Act as the voice of the customer: collect product feedback and collaborate with internal teams to influence roadmap and user experience
- Help scale Customer Success by contributing to FAQs, help center content, and onboarding materials
- Champion new features and lead rollouts to customers
What You Bring:
Required:
- 3–5+ years of experience in Customer Success, Account Management, or Strategic Consulting in SaaS
- Native or fluent English speaker with clear, confident communication skills
- Experience leading onboarding and adoption efforts for B2B software customers
- Strong relationship-building and stakeholder management skills (including C-level)
- Organized, detail-oriented, and proactive with strong project ownership
- Tech-savvy and curious, comfortable with APIs, integrations, or automation tools
- Availability to support US clients during core business hours, including afternoons EST/PST
Nice to Have:
- Experience in fast-paced startups or enterprise SaaS environments
- You’re excited by AI and technology and adept at leveraging cutting-edge tools and automation to optimize marketing efforts
- Familiarity with tools like Salesforce, HubSpot
- Understanding of RevOps, sales enablement, or AI tooling
- Additional language fluency (e.g., Spanish)
Join us to
Empower people with the power of data
Transparency in decision-making processes, plans, and goals involves openly and honestly sharing this information with stakeholders and employees. This promotes trust, accountability, and access to information for all involved parties.
Being open and transparent about weaknesses allows for accountability and continuous improvement, fostering a culture of trust and collaboration in the workplace.
We value diversity in all its forms and believe that a diverse workforce leads to better decision-making and more innovative solutions.
We empower our employees to take ownership of their work and make decisions that drive our company forward.
We are always looking for new and creative solutions to challenges, and encourage our team members to think outside the box.
We believe in the power of working together and fostering a supportive, inclusive work environment.
We believe in providing opportunities for our team members to grow and develop their careers, and support their professional and personal growth.
We believe that work should be enjoyable, and strive to create a fun and engaging work environment for our team members.