Customer Success Manager

Summary

CARET provides technology and automation solutions for legal and accounting firms, including practice management, document automation, and payment processing. The Customer Success Manager will drive customer retention, product adoption, and measurable account growth by identifying and closing upsell, cross-sell, and expansion opportunities while partnering with cross-functional teams.

Responsibilities

• Proactively identify, develop, and close upsell, cross-sell, and expansion opportunities within existing accounts
• Build and execute account growth plans aligned to customer goals and company revenue targets
• Continuously “hunt” for new use cases, departments, and stakeholders to expand product adoption
• Partner with Sales to convert expansion pipeline into closed revenue
• Own and manage a book of business with a growth quota or expansion target
• Serve as the trusted advisor to customers, ensuring alignment between their goals and product capabilities
• Build strong relationships with key stakeholders and decision-makers
• Drive product adoption, engagement, and long-term value realization
• Conduct regular business reviews focused on both performance and growth opportunities
• Monitor customer health and proactively mitigate churn risk
• Develop and execute retention strategies for at-risk accounts
• Ensure renewal readiness while positioning expansion opportunities
• Partner with Sales, Marketing, Product, and Support teams to drive customer outcomes and growth
• Provide customer feedback to influence product roadmap and go-to-market strategies

Skills

• 3–7+ years in Customer Success, Account Management, or Sales roles within a SaaS or technology environment
• Proven track record of carrying and exceeding expansion or revenue targets
• Strong hunting mindset with the ability to uncover and close growth opportunities
• Experience managing complex accounts and multi-threaded relationships
• Excellent communication, negotiation, and presentation skills
• Data-driven approach with the ability to identify trends and opportunities within accounts

Qualifications

Must Haves

• 3–7+ years in Customer Success, Account Management, or Sales roles within a SaaS or technology environment
• Proven track record of carrying and exceeding expansion or revenue targets
• Strong hunting mindset with the ability to uncover and close growth opportunities
• Experience managing complex accounts and multi-threaded relationships
• Excellent communication, negotiation, and presentation skills
• Data-driven approach with the ability to identify trends and opportunities within accounts

Benefits

• Flexible PTO
• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
• Flexible Spending Account
• Health Savings Account
• 401(k) match
• Fully remote work arrangement
• Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.