Savance · 8 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
4+ years expSavance is a fast-paced software development company located in Commerce, MI, seeking a Customer Success Manager to oversee post-sale customer relationships. The role involves managing renewals, account expansion, and ensuring long-term customer retention while shaping the Customer Success function within the organization.
ComputerManagement ConsultingSoftware
Responsibilities
Own the full customer lifecycle post-sale, including onboarding support, account development, renewal strategy, and expansion planning
Serve as the primary point of accountability for customer outcomes and revenue retention
Own the end-to-end renewal process, including early risk identification, value reinforcement, executive alignment, pricing discussions, and on-time renewal execution
Proactively mitigate churn by identifying adoption gaps and customer risks well in advance
Proactively identify, position, and drive upsell and expansion opportunities by uncovering new use cases, additional departments, and evolving customer needs
Lead value-based conversations that tie Savance Workplace solutions to measurable business outcomes
Partner with Sales as needed while maintaining ownership of overall account growth strategy
Understand customer pain points across multiple departments and map Savance Workplace solutions to real business outcomes
Ensure customers are fully adopting and realizing value from the platform through usage analysis, strategic touch points, and ongoing engagement
Build and maintain strong relationships with key stakeholders, decision-makers, and executive sponsors
Conduct regular account reviews, success planning, and performance/usage reporting
Act as the internal voice of the customer, advocating for product, process, and prioritization improvements
Accurately forecast renewals and expansion opportunities within HubSpot
Own and consistently meet or exceed renewal and expansion revenue targets
Use customer health, usage data, and engagement metrics to guide retention and growth strategies
Help define and refine Customer Success processes, playbooks, and best practices
Collaborate closely with Sales, Support, and Leadership as Savance builds out its Customer Success function
Contribute to the long-term vision of scaling the Customer Success department within the Sales organization
Qualification
Required
4+ years of experience in Customer Success, Account Management, or a revenue-adjacent client-facing role
Proven success owning renewals, upsells, and customer retention in a SaaS environment
Experience managing a large and diverse portfolio of customers
Comfort leading executive-level conversations around value, ROI, renewals, and expansion
Strong commercial instincts with the ability to balance customer advocacy and revenue responsibility
Experience working with complex, configurable, or technical software solutions
Exceptional written, verbal, and presentation skills
Strong organizational and analytical skills with consistent follow-through
Experience working cross-functionally with Sales, Engineering, and Support
Hands-on experience with CRM tools, with HubSpot experience strongly preferred, as well as familiarity with Asana, G-Suite, and Microsoft Office
Ability to work independently with minimal supervision in a fast-paced, evolving environment
Preferred
Experience working with channel partners, integrators, or resellers
Prior experience in the security or workplace technology industry
Experience onboarding and training customers on highly configurable SaaS platforms
Benefits
Performance-based bonuses
2 weeks of paid time off, increasing with tenure
8-10 paid holidays a year
401k with company matching
Health, dental, and vision insurance
Flexible working schedule
Remote, work from home position
Company
Savance
Savance offers network and software solutions that automate business processes.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Sam Loria
Strategic Partnership Manager
Company data provided by crunchbase