Note: The job is a remote job and is open to candidates in USA. Sembi is a company looking for a Customer Success Manager to drive adoption and engagement across a portfolio of mid-market and growth accounts. This role involves managing customer relationships, ensuring successful onboarding, and collaborating with internal teams to enhance customer satisfaction and retention.
Responsibilities
- Own a portfolio of mid-market and growth accounts, ensuring customers successfully adopt and realise value from the product
- Develop and execute customer success plans tailored to account needs, maturity, and usage patterns
- Proactively engage customers to drive adoption, best practices, and continuous value realisation
- Independently manage customer relationships across user and business stakeholders
- Monitor customer health signals including usage, engagement, sentiment, and feedback
- Identify risks, gaps, and churn signals early and take proactive action to mitigate them
- Own first-line response to customer health risks and coordinate internally to ensure resolution
- Own renewal readiness signals for your portfolio by ensuring customers are achieving measurable value
- Partner with Renewal Managers by providing structured insights on account health, risks, and stakeholder context
- Ensure customers are aligned on value outcomes ahead of renewal cycles, without owning commercial negotiation or contract execution
- Act as the primary point of contact for your accounts, building strong, multi-threaded relationships across user and business stakeholders
- Run structured customer engagements (e.g. success reviews, QBR-lite sessions) to reinforce value, alignment, and adoption
- Maintain strong stakeholder mapping and engagement cadence across your portfolio
- Act as the voice of the customer, sharing structured feedback with Product, Renewals, Sales, and Support teams
- Collaborate with internal teams to remove blockers and improve the customer experience
- Support resolution of escalations through cross-functional coordination and ownership
- Use usage, engagement, and customer feedback data to drive proactive decision-making
- Identify patterns across your portfolio and propose improvements to processes, playbooks, or customer engagement strategies
- Maintain accurate and up-to-date records in CRM and CS systems
Skills
- 2–5 years' experience in customer success, account management, or SaaS customer-facing roles
- Proven ability to independently manage a portfolio of mid-market or growth accounts
- Strong analytical skills with the ability to interpret usage and engagement data and translate insights into action
- Excellent communication and relationship-building skills, with the ability to engage multiple stakeholders at different levels
- Proactive, organised, and comfortable managing competing priorities across multiple accounts
- Strong understanding of SaaS business models and customer lifecycle management
- Comfortable working in a fast-paced, high-growth environment with evolving processes
- Demonstrated ability to operate independently with accountability for customer outcomes
- Experience with CRM and Customer Success tools (e.g. Salesforce, HubSpot, Gainsight)
- Experience working in segmented CS models (SMB / Mid-Market / Enterprise)
- Exposure to structured renewal or retention processes and collaboration with Renewals teams
Company Overview