Customer Success Manager

Jayce Grayye Consulting is seeking a highly skilled Customer Success Manager to join a leading IT organization known for excellence, integrity, and results. Our client is a software company operating in the information technology sector, specifically within incident management, alerting, and IT operations management (ITOM). Their platform supports teams during mission-critical moments where speed, alignment, and reliability are essential.

Role Overview

As a Customer Success Manager, you will own a portfolio of customers post-implementation and serve as the primary relationship owner from adoption through renewal.

This is a commercial CSM role with direct accountability for renewals and expansion. You will ensure customers achieve measurable value, remain engaged, renew on time, and grow their footprint over time while acting as a trusted strategic advisor.

Key Responsibilities

Customer Engagement & Adoption

• Own customer relationships from post-onboarding through renewal
• Conduct regular check-ins, success reviews, and adoption reviews
• Proactively identify risk, disengagement, or underutilization and address it early
• Drive product adoption aligned to customer goals and operational use cases

Renewals & Retention

• Own and manage renewals across your assigned accounts
• Ensure renewals are proactive, predictable, and value-driven
• Partner with internal teams to resolve renewal risks early
• Maintain strong retention and renewal performance

Upsell & Cross-Sell

• Identify expansion opportunities based on usage, maturity, and customer needs
• Collaborate with Sales on pricing, packaging, and expansion strategy
• Confidently position additional features, modules, or services
• Drive measurable account growth and expansion of revenue

Customer Advocacy

• Identify and develop customer advocates
• Partner with Marketing on case studies, testimonials, and references
• Support customer participation in webinars, events, or advisory programs

Internal Collaboration

• Act as the voice of the customer internally
• Partner with Support, Product, Sales, and Engineering to resolve issues and influence the roadmap
• Maintain accurate account notes, health metrics, and forecasts in CRM

Compensation & Structure

• Base Salary: $50,000–$75,000, based on seniority and experience
• Commission:
• 3% commission on managed book of business
• 8% commission on all account growth and upsell revenue
• Starting Book of Business: Approximately $400K–$500K in annual recurring revenue

This structure rewards strong customer ownership, retention, and proactive expansion.

Work Model

• Hybrid onsite preferred: 3 days per week (Tuesday–Thursday)
• Flexibility available for alternative hybrid schedules
• Fully remote candidates are not preferred

What We’re Looking For

• 1–4 years of experience in Customer Success, Account Management, or a similar role
• Experience owning renewals and expansion in a SaaS environment
• Comfortable carrying revenue responsibility and driving account growth
• Strong communication skills with the ability to explain technical concepts clearly to non-technical stakeholders
• Highly organized, proactive, and comfortable managing multiple accounts
• Experience with B2B SaaS, IT operations, DevOps, or incident management tools is a strong plus

Success Metrics

• Renewal rate and churn reduction
• Product adoption and account health
• Expansion and upsell performance
• Customer satisfaction and advocacy