[Remote] Customer Success Manager - USA

Note: The job is a remote job and is open to candidates in USA. PolyWorks USA Inc. is hiring a Customer Success Manager to help customers realize value from its software solutions. The role focuses on onboarding strategic accounts, driving adoption, monitoring customer health, addressing risks, supporting renewals, and coordinating with internal teams.

Responsibilities

• Support the onboarding of strategic accounts and help define customer success objectives
• Monitor product adoption, usage data, and customer health indicators to identify opportunities for increased engagement and value realization
• Proactively identifiy underutilized features and provide guidance, share best practices and recommendations to help customers get more value from our solutions
• Plan and lead regular customer check-ins and Quaterly Business Reviews to assess progress, align on objectives, and identify opportunities for continued success
• Act as the voice of the customer by sharing feedback with internal teams to drive continuous improvement
• Identify at-risk accounts and coordinate actions to address potential issues before renewals
• Highlight the value and return on investment delivered by our solutions
• Collaborate with sales, solution architecture, deployment, product management, and development teams to align customer objectives with concrete adoption plans

Skills

• Hold a relevant university degree in business administration, sales, marketing, engineering, computer science, or another related field
• Have significant experience in customer success, strategic account management, project management, software adoption, solution deployment, sales, or another client-facing strategic role
• Demonstrate strong communication skills and the ability to build trusted customer relationships
• Be comfortable analyzing usage data, customer health indicators, adoption metrics, and business outcomes
• Show strong organizational skills, rigor, and the ability to coordinate several stakeholders and priorities at once
• Be proactive, solution-oriented, and comfortable identifying risks and addressing customer challenges
• Have technical curiosity and the ability to explain the value of software solutions to different audiences
• Be comfortable using data tracking, analysis, and presentation tools
• Experience with Power BI or similar tools
• Experience with SaaS products, renewals, usage metrics, business reviews, or multi-stakeholder environments

Benefits

• Flexible schedule that facilitates work/family balance
• Sick days and vacation
• 401(K) Plan
• Bonus plan
• Group insurance (health coverage, life and LTD coverage)
• Assistance program for employees and their families

Company Overview