Customer Success Manager (US)

Summary

DemandBridge provides software that helps distributors, suppliers, and businesses manage their marketing, eCommerce, and operational activities. The Customer Success Manager will manage customer relationships and account strategies, drive adoption, retention, and account growth, identify customer risks and expansion opportunities, track Customer Success metrics, and improve team processes and practices.

Responsibilities

• Develop a strong understanding of each customer’s goals, operations, challenges, and measures of success
• Build trusted relationships with stakeholders ranging from small business owners to senior enterprise leaders
• Serve as the main point of contact and trusted advisor for your assigned accounts
• Adapt your communication and approach to each customer’s needs and level of experience
• Help customers use DemandBridge’s platforms effectively by turning product capabilities into practical solutions
• Identify and develop upsell and cross-sell opportunities based on genuine customer needs
• Spot churn risks early using product data, usage trends, and customer health indicators
• Partner with Sales, Professional Services, and Support to provide a coordinated experience from onboarding through renewal
• Track key Customer Success metrics, including product usage, NPS, CSAT, renewals, churn risk, and account growth
• Use CRM and AI-enabled Customer Success tools to prioritize outreach and guide account strategy
• Bring clear, actionable customer feedback to Product, Support, and Leadership
• Help improve the team’s processes, playbooks, and Customer Success practices

Skills

• Two to five years of experience in Customer Success, Account Management, or a related customer-facing role, ideally within SaaS
• Experience managing a portfolio that includes both enterprise and small or medium-sized customers
• A proven ability to build trust with stakeholders at different levels of an organization
• Strong communication skills and the ability to explain complex products or issues clearly
• Experience identifying and closing upsell or cross-sell opportunities
• Strong organizational skills and the ability to manage competing priorities
• Experience with a CRM such as Salesforce or HubSpot and confidence using data to guide decisions
• Experience with distributor software or distributor-based business models
• Knowledge of Customer Success measures such as NPS, CSAT, churn, and net revenue retention
• Experience improving processes within a growing Customer Success team

Qualifications

Must Haves

• Two to five years of experience in Customer Success, Account Management, or a related customer-facing role, ideally within SaaS
• Experience managing a portfolio that includes both enterprise and small or medium-sized customers
• A proven ability to build trust with stakeholders at different levels of an organization
• Strong communication skills and the ability to explain complex products or issues clearly
• Experience identifying and closing upsell or cross-sell opportunities
• Strong organizational skills and the ability to manage competing priorities
• Experience with a CRM such as Salesforce or HubSpot and confidence using data to guide decisions

Nice to Haves

• Experience with distributor software or distributor-based business models
• Knowledge of Customer Success measures such as NPS, CSAT, churn, and net revenue retention
• Experience improving processes within a growing Customer Success team

Benefits

• Remote work in Canada or the United States
• Work within a small team where your ideas and improvements will have a visible impact
• Collaborate closely with Sales, Product, Support, Professional Services, and company leadership
• Build deep expertise in platforms that support complex operations across several industries