We are seeking a Customer Success Manager (CSM) who is passionate about helping customers successfully implement and adopt technology. This role blends customer success, account management, implementation, and solutions consulting, serving as the primary point of contact throughout the customer lifecycle—from onboarding through ongoing partnership.
The ideal candidate is both technically curious and customer-focused, with the ability to understand business requirements, configure software solutions, guide customers through organizational change, and build trusted relationships with stakeholders at every level. This role requires someone who is comfortable working with modern SaaS platforms, AI-powered tools,APIs, and system integrations while helping customers maximize the value of the platform.
What you'll own:
- Own the customer onboarding experience from kickoff through successful implementation and go-live.
- Serve as the primary account manager for an assigned portfolio of customers, building long-term relationships and acting as a trusted advisor.
- Lead customer implementation projects, ensuring timelines, milestones, and success metrics are achieved.
- Partner with customers to understand their operational workflows, business objectives, and implementation requirements.
- Gather and document business requirements and translate them into effective system configurations.
- Configure software solutions to align with customer workflows and industry best practices.
- Guide customers through change management initiatives as they transition from manual, legacy, or non-integrated systems.
- Drive customer adoption by delivering consultative training, best practices, and ongoing strategic guidance.
- Work with AI-powered tools and internal APIs to support customer workflows and deliver innovative solutions.
- Communicate technical concepts clearly to both technical and non-technical stakeholders.
- Collaborate with Product, Engineering, and Support teams to resolve customer challenges and improve the overall customer experience.
- Monitor customer health, proactively identify risks, and develop success plans to ensure long-term retention and growth.
- Maintain accurate documentation of implementation progress, customer requirements, and account activity within internal systems.
- Manage multiple customer implementations and strategic accounts simultaneously while maintaining exceptional customer service.
Requirements
- 3–5 years of experience in Customer Success, Account Management, Implementation, Solutions Consulting, Professional Services, Onboarding, or another customer-facing role within a B2B SaaS or technology-driven company.
- Proven experience managing customer relationships beyond implementation, with a strong account management mindset.
- Hands-on experience leading customer onboarding and implementation projects from discovery through go-live.
- Strong technical aptitude with experience working with software platforms, system configurations, APIs, AI-enabled tools, data models, or system integrations (engineering experience is not required).
- Experience gathering business requirements, designing workflows, and configuring software solutions.
- Experience supporting organizations through technology adoption or digital transformation initiatives.
- Excellent communication skills with the ability to explain complex technical concepts in a clear, practical manner.
- Strong organizational and project management skills with the ability to manage multiple customer implementations and accounts simultaneously.
- Demonstrated problem-solving skills with a consultative, customer-first approach.
Nice to have:
- Experience working with Enterprise Resource Planning (ERP), Manufacturing Resource
- Planning (MRP), or other business process management systems.
- Experience implementing enterprise SaaS platforms for mid-market or enterprise customers.
- Experience working with hospitality, foodservice, restaurant technology, inventory management, supply chain, or operational software.
- Familiarity with implementation methodologies and customer success best practices.
- Experience with CRM and project management platforms such as Salesforce, Jira, Asana, Monday.com, or similar tools.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
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