Customer Success Manager

Job description

About EasyLlama EasyLlama is on a mission to end checkbox compliance. We started by reinventing compliance training with engaging, bite-sized, mobile-first learning instead of outdated, one-size-fits-all courses. Today, we're building an AI-powered Human Risk Management platform that helps organizations reduce risk through modern training, policy management, phishing simulations, and intelligent automation. Our goal is to help companies build compliance programs that are effective, measurable, and built for the way people work today. More than 6,000 organizations, including Shake Shack, WeightWatchers, Sephora, Jiffy Lube, and Y Combinator, trust EasyLlama. We're proudly bootstrapped, profitable, and recognized on the Inc. 5000 list, with a 96% G2 rating and industry-leading NPS and CSAT scores. We move quickly, value ownership and collaboration, and believe the best ideas come from people who are excited to solve meaningful problems and make a real impact. Our CORE values DRIVE is how we work at EasyLlama. Weʼre Doers, Resourceful, Impactful, Valued Partners, & Excellence-Focused. - We are Doers. We proactively make things happen. - We are Resourceful. We treat time, money, and energy as valuable. - We are Impactful. We prioritize what matters. - We are Valued Partners. We put customers & teammates first. - We are Excellence-Obsessed. We always deliver excellent work. From CEO to newest hire, DRIVE asks us to take ownership, solve problems, prioritize what matters, support teammates, and deliver high- quality work. When we live these values, our product choices, customer interactions, hiring, and promotions all help us live out our mission: to build safer and more productive workplaces. About the Role We're hiring a Customer Success Manager to join our CSM team and manage a portfolio of our larger customer accounts. You'll be the primary point of contact for your book of business, building strong relationships that drive retention, adoption, and growth. This is a high-ownership role for someone who takes pride in managing renewals, identifying upgrade and expansion opportunities, and helping customers realize real value from our platform. We're looking for someone with a strong drive to win who takes full ownership of their book of business and builds relationships customers trust. What You'll Do - Own a portfolio of customer accounts, serving as their primary point of contact throughout the customer lifecycle - Manage the renewal process end-to-end, forecasting accurately and driving on-time renewals - Identify and drive upgrade and expansion opportunities within your book of business - Develop and execute success plans that align customer goals with product adoption - Drive product adoption through proactive outreach, training, and strategic guidance - Monitor account health and get ahead of risk before it becomes churn - Build strong, trusted relationships with key stakeholders and champions at each account - Partner cross-functionally with Support, Onboarding, and Product to ensure a seamless customer experience - Maintain clean, accurate data across CRM tools to support forecasting and reporting What We're Looking For - 4-6 years in Customer Success, Account Management, or another customer-facing role - Strong written and verbal communication skills - A proactive mindset, someone who thinks beyond the playbook and brings fresh ideas and strategies to their book of business - Comfortable managing renewal, upsell and forecasting processes - Consultative approach, able to understand customer goals and connect them to product value - Highly organized with strong attention to detail - Resourceful and proactive, looking for opportunities and solving problems before they're asked of you Nice to Have - Familiarity with Hubspot - Experience building CS playbooks, templates, or processes to scale team effectiveness - Experience working in a SaaS environment What Success Looks Like - Renewals close on time with accurate forecasting - Upgrade and expansion opportunities are identified and converted - Customers show strong adoption and engagement with the product - Accounts are healthy, with risk identified and addressed early - Customers view you as a trusted advisor, not just a point of contact Why This Role Matters Our larger customers represent significant revenue and long-term relationships. This role ensures those customers get dedicated, strategic support that drives retention, growth, and lasting success. Interview Process The interview process takes about 3-4 weeks and may include cross-functional stakeholders. - Recruiter Screen - Hiring Manager Interview - Take Home Assignment - Peer Interview - Executive Interview Compensation & Benefits - $75-$85K base / $110-$120K OTE - Flexible, fully remote environment - Competitive employer-sponsored health insurance - 401(k) + company matching - Professional development reimbursements - Quarterly remote work stipend *The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states: AR - Arkansas CA - California CO - Colorado CT - Connecticut FL - Florida IL - Illinois LA - Louisiana MA - Massachusetts MI-Michigan MN - Minnesota NJ - New Jersey NY - New York NC - North Carolina OH - Ohio OR- Oregon PA - Pennsylvania TN - Tennessee TX - Texas VA - Virginia WA - Washington WI - Wisconsin *EasyLlama reserves the right to change the list of approved states at anytime. *To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection! At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion. *Applies to full time (W2) employees.