Customer Support Jobs

Headquarters: Remote

You've helped run a scale or pooled CS model before, or you've been inside one long enough to know what works and what doesn't. You know that scale CS done badly is just support with a fancier title, and done well it's a system that delivers consistent value to hundreds of customers. You want to join and help build the good version.

Expel is an MDR company. Our customers are security teams who depend on us to find and stop threats. We're launching a scale model for a segment of our customer base, and we're building it from scratch: the playbooks, the automation, the operating model, the measurement framework. You won't inherit a finished system. You'll be a primary contributor to designing it.

That means you're not just executing motions. You own specific programs within the model (new customer/onboarding cohorts, renewal campaigns, segment outreach), you exercise judgment on the edge cases the playbook doesn't cover, and you identify patterns across hundreds of customer interactions that tell you where the model needs to improve. When something breaks, you fix the process, not just the situation.

Your success is measured by the team's retention outcomes across the scale segment, the quality of your execution, and the motions you build and improve.

What Expel can do for you

• Put you at the center of building a scale CS model from scratch inside a security company, with the latitude to shape how it works
• Give you a company transforming security operations from industry-leading 20-minute outcomes toward 20-second outcomes with AI and automation, the kind of product story that makes CS conversations genuinely interesting
• Surround you with experienced CS leadership that has built scale models before and knows the difference between good and bad
• Connect you with customers who genuinely care about their security programs
• Offer a clear path to grow professionally as our scale program and company grow

What you can do for Expel

• Help design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach
• Own specific motions or programs within the model, from design through execution and measurement
• Exercise judgment on edge cases, distinguishing between situations that fit the playbook, situations that need a creative solution, and situations that require escalation
• Design and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications
• Identify patterns in customer interactions and translate them into process improvements that make the scale function stronger
• Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common integration patterns
• Provide coaching and guidance to associate-level team members on process execution and customer handling
• Contribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworks

What you should bring with you

• 2+ years of customer success, account management, or customer-facing experience
• At least 2 years in the security industry (operations, products, consulting, GRC, or incident response)
• Experience in a scale, scaled, or digital CS model is strongly preferred
• Experience designing or significantly improving customer-facing processes or playbooks
• Strong comfort with high-volume, queue-based work and frequent context-switching
• Excellent written communication skills, clear, efficient, and adaptable across customer segments
• Judgment to distinguish between what fits the playbook, what needs creativity, and what needs escalation
• Solid security domain fluency: MDR, EDR, SIEM, NDR, cloud security, and how a real security program fits together
• Familiarity with CS platforms, ticketing systems, and automation tools, with opinions about what works

Additional notes

The base salary range for this role is between $93,900 and $136,200 + bonus eligibility and equity.

We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits.

We're only hiring those authorized to work in the United States.

We're an Equal Opportunity Employer: You will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

We’ll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please let us know if you need accommodation of any kind.

#LI-Remote

To apply: https://weworkremotely.com/remote-jobs/expel-customer-success-manager-scale

Headquarters: Remote, US

** Open to remote within the East Coast only**

At JFrog, we’re reinventing DevOps to help the world’s greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit and just all-around great people. Here, if you’re willing to do more, your career can take off. And since software plays a central role in everyone’s lives, you’ll be part of an important mission. Thousands of customers, including the majority of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production -- a concept we call “liquid software.” Wouldn't it be amazing if you could join us in our journey?

As a Solution Engineer, Public Sector at JFrog, you will be on the front lines as a trusted technical advisor, helping federal, state, and local government clients understand, evaluate, and adopt our solutions. You will work closely with our sales, product & engineering, customer success, and marketing teams to help customers understand the value of JFrog solutions from a technical and business perspective.

As a Solution Engineer, Public Sector in JFrog, you will...

• Partner with Account Executives to align technical solutions with customer goals, support presales engagements, and drive revenue through strategic value selling.
• Understand and navigate public sector requirements, including procurement processes, NIST guidelines, DoD frameworks (e.g., PlatformOne, IronBank), and federal compliance mandates (e.g., CMMC).
• Deliver impactful demos and Proof of Value (POVs) to technical and non-technical stakeholders, showcasing how JFrog enables secure, scalable DevSecOps and MLOps practices.
• Support RFIs/RFPs and bid processes, ensuring technical accuracy and alignment with government procurement standards.
• Guide customers throughout the technical lifecycle, translating business goals into solution designs and collaborating with Product and Engineering to influence the roadmap based on field feedback.
• Evangelize DevSecOps best practices, including the development of DoD/Federal reference architectures, and drive adoption across federal agencies.
• Stay current with industry trends, maintaining expertise in DevOps, cloud, software delivery, and emerging technologies relevant to public sector digital transformation.

To be a Solution Engineer, Public Sector in JFrog, you need...

• 5+ years of hands-on expertise in DevOps technologies, including Docker, Kubernetes, Git, CI/CD tools, Artifactory, build tools, and modern SDLC practices.
• 3+ years hands-on experience with vulnerability scanning (SCA, SAST, DAST), network security, container/Kubernetes security, software supply chain security (SBOMs, artifact signing, SLSA), and embedding security into CI/CD pipelines.
• Technical sales, presales, or sales engineering experience is a plus, preferably with U.S. public sector clients; experience with MEDDPICC methodology is a plus.
• Knowledge of public sector programs and compliance, including DoD environments, impact level classifications, NIST standards, and federal procurement models.
• Proficiency in cloud platforms (AWS, Azure, GCP) and Linux environments, with ability to design hybrid architectures and scalable deployment solutions.
• Proven ability to deliver POCs and technical presentations, with strong communication skills to articulate business value to both technical and executive audiences.
• Strong written and verbal communication skills, with the ability to clearly convey technical concepts to both technical and non-technical audiences.
• Customer-centric, solution-oriented mindset and a strong passion for enabling mission success.
• U.S. Citizenship is required for this role.
• Travel required - Ability to travel at least 25% throughout the U.S., meeting with clients and supporting field engagement activities across agencies and events.
• Government security requirements may be needed; active security clearance a plus.

WHAT JFROG CAN OFFER…

• This role has a preference for applicants based in Washington D.C.
• At JFrog, base salary is only one component of our compensation package.
• This position has a base salary range between $160,000 to $172,500. 
• Base salary will be based on your skills, qualifications, experience and location.
• Additionally, this role is eligible for discretionary bonuses or commission payments.
• This position also includes an equity package of restricted stock units (RSU). 
• In addition, JFrog employees are eligible to participate in our Employee Stock Purchase Plan.JFrog provides employees comprehensive benefits including medical, dental, vision, retirement, wellness and much more!

JFrog is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status or any other category protected by law.

To apply: https://weworkremotely.com/remote-jobs/jfrog-solution-engineer-presales-public-sector-us-remote

Headquarters: Remote (USA - Boston, MA)

PagerDuty is seeking an Account Manager to join our diverse, customer-focused team! As an Account Manager, you will serve as the primary point of contact for a portfolio of existing SaaS customers, partnering closely with cross-functional teams to deliver exceptional customer outcomes. You will maintain and grow customer relationships, drive product adoption, manage renewals, and identify strategic expansion opportunities that deliver measurable business value. This is an exciting opportunity to blend customer success and sales expertise to help customers realize the full potential of PagerDuty’s platform while driving revenue growth.

The ideal candidate is a proactive relationship builder with strong commercial acumen, a passion for data-driven customer management, and experience with SaaS products and AI-driven insights.

KEY RESPONSIBILITIES

• Own a portfolio of existing customers to ensure adoption, value realization, and retention.
• Develop and execute account plans that drive renewals, mitigate churn risk, and uncover expansion opportunities.
• Present and negotiate renewal proposals, structure multi-year options, and manage contract value through strategic account management.
• Monitor customer health using usage analytics, telemetry, and business insights to identify and address risks early.
• Collaborate cross-functionally with Legal, Sales Operations, and Renewals teams to ensure smooth contracting, forecasting, and reporting processes.
• Maintain strong product knowledge and deliver consultative guidance to drive configuration optimization and feature adoption.

BASIC QUALIFICATIONS

• 7+ years of combined customer-facing experience, including Account Management, Customer Success, or Renewals.
• 4+ years of proven success managing renewals and growth within a SaaS environment.
• Experience using Salesforce (SFDC) and analytics tools such as Gainsight, Tableau, or Looker.
• Bachelor’s degree or equivalent experience.

PREFERRED QUALIFICATIONS

• Demonstrated ability to leverage data analytics and health metrics to manage and retain customer accounts.
• Prior enterprise sales expertise leveraging MEDDPICC & Value Selling.
• Experience working with enterprise software customers or in a DevOps environment.
• Strong understanding of AI-powered tools and how they can be leveraged to drive efficiency and insight.
• Proven history of achieving revenue and retention goals through consultative account management.
• Self-starter with strong collaboration, negotiation, and problem-solving skills.

The base salary range for this position is $105,000.00 - $126,500.00 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

To apply: https://weworkremotely.com/remote-jobs/pagerduty-account-manager-boston

Headquarters: UK - Remote

The Customer Success Manager (CSM) is responsible for driving adoption, value realization, renewal, and expansion within a defined portfolio of customers. You will act as the primary post‑sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales to ensure customers achieve their desired outcomes and view us as a strategic partner.

Key Responsibilities

1. Customer Outcomes & Revenue

• Own customer health, retention, and risk management for your portfolio, in partnership with Sales and Renewals.
• Build, maintain, and execute customer success plans for priority accounts, with clear business outcomes, milestones, and owners.
• Proactively identify renewal and churn risk, create save plans, and track mitigation activities.
• Surface and qualify expansion opportunities (cross‑sell, up‑sell, use‑case expansion) and collaborate with Sales/Account Management to progress them.

2. Adoption & Value Realisation

• Translate customer objectives into measurable outcomes and ensure progress is tracked and communicated.
• Regularly review usage data, health scores, and telemetry to spot gaps, drive adoption plays, and prevent value erosion.
• Deliver value‑focused reviews (e.g., Success Plan /EBRs), telling a clear story that connects product usage to business results.

3. Customer Engagement & Advocacy

• Build and maintain strong, trust‑based relationships with day‑to‑day contacts, project owners, and business sponsors.
• Run a structured cadence of check‑ins, workshops, and governance reviews, tailored to customer segment and lifecycle stage.
• Capture and share customer feedback, ensuring issues are followed through to resolution and learnings are socialized internally.
• Identify and develop customer advocates for references, testimonials, case studies, and events.

4. Operational Excellence & Tooling

• Keep customer records accurate and up‑to‑date in CS tools and CRM (health scores, notes, success plans, risks, and actions).
• Use standardized playbooks and processes for adoption, development, and renewal preparation.
• Prepare and maintain account success plans that give leadership clear visibility into status, risk, and opportunity.
• Contribute to continuous improvement of CS processes, templates, and best practices.

5. Cross‑Functional Collaboration

• Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement.
• Work with Support and Engineering to manage escalations, communicate status to customers, and prevent repeat issues.
• Collaborate with Product Management and CS Architecture/Onboarding to share customer insights and influence roadmap and enablement.
• Coordinate with Professional Services on project scoping, delivery alignment, and handoffs.

Required Experience & Skills

• Experience in Customer Success, Account Management, Consulting, or similar customer‑facing role in B2B SaaS / enterprise software.
• Proven track record managing a portfolio of mid‑ to large‑enterprise customers and delivering against retention targets.
• Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion.
• Ability to engage confidently with technical and non‑technical stakeholders (from admins to Director/VP level).
• Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions.
• Excellent communication, presentation, and storytelling skills.
• Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams.

Preferred Qualifications

• Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS.
• Hands‑on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM (e.g., Salesforce).
• Experience running QBRs/EBRs and building structured success plans.
• Exposure to working with distributed / global teams.

Key Performance Indicators (KPIs)

The Customer Success Manager will be measured on a combination of:

• Renewal Rate for assigned accounts.
• Net Revenue Retention (NRR) / expansion pipeline influenced or sourced.
• Portfolio health: average health score, coverage and freshness of success plans, 
• Strategic Touchpoint Delivery - EBR’s, Value Unlocks, Road Maps, Success Plan Reviews..
• Customer advocacy and satisfaction: NPS/CSAT scores, references, and participation in marketing/customer programs.
• Operational excellence: data quality in systems, timely updates, and adherence to core CS processes.

Behaviours & Values

• Customer‑obsessed: consistently acts in the best interest of the customer and their outcomes.
• Data‑informed: uses metrics and evidence to guide decisions and prioritization.
• Collaborative: works openly with peers and partners, sharing information and removing silos.
• Accountable: owns commitments, communicates proactively, and follows through.
• Growth mindset: seeks feedback, learns quickly, and adapts to change.

To apply: https://weworkremotely.com/remote-jobs/ping-identity-customer-success-manager-1

Headquarters: USA - Remote

As a CSM, you will serve as a named resource and partner for customer organizations. You will build and maintain trusting relationships, acting as a technical resource for day-to-day operational needs. Your responsibilities will include:

• Act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution.
• Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks.
• Act as the voice of the customer internally to advocate for their needs.
• Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs.
• Providing proactive guidance on Ping's features based on the customer's interests and business objectives.
• Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed.
• Willingness to be a hands-on contributor.

Qualifications

To be a successful Customer Success Manager, you should have:

• A minimum of 4 years of related experience in Customer Success / Experience.
• Experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
• A strong technical aptitude to learn customer use cases and architectural requirements for Ping solutions.
• A naturally curious and proactive approach to uncovering adoption blockers and risks.
• Experience with SFDC, Gainsight, or equivalent CRM systems.
• Solid technical understanding of Cloud Solutions.

Salary Range: $76,000 - $95,000 + variable pay

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

To apply: https://weworkremotely.com/remote-jobs/ping-identity-customer-success-manager

Headquarters: Atlanta, Georgia; Austin, Texas; Boston, Massachusetts; Chicago, Illinois; Denver, Colorado; REMOTE - US

How you’ll make a difference:

As a member of Iterable’s Managed Services team, this Email Deliverability Consultant will be responsible for providing our customers with the necessary tools, strategies, and best practices to ensure they’re maximizing their potential for landing in their recipients’ email inboxes. This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission.

One of our core values is a growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description.

In this role, you’ll get to:

• Provide email deliverability consulting services for new and existing customers of Iterable
• Educate customers on email marketing “best practices” while providing deliverability support
• Monitor customers’ performance using internal metrics and 3rd-party delivery tools
• Ensure customers have a smooth experience with our product and increasing their ROI
• Partner with Support to analyze tickets, discover trends and resolve any potential issues
• Ensure high level email campaign deliverability for a growing client base of enterprise companies
• Monitor client satisfaction to develop and implement strategies leading to retention and growth
• Gather delivery data into account assessments including Email Deliverability Reports
• Warn customers for potential problems and provide strategies to manage reputation
• Discover and resolve email delivery/Deliverability problems with specific ISPs and mailbox providers
• Build strong relationships through MAAWG that will magnify our position as the industry leader
• Maintain a trusted advisor relationship with each assigned client
• Contribute to Iterable Blogs and Webinars related to Email Deliverability topics

We are looking for people who have:

• Bachelor’s degree or equivalent experience
• 2 - 4 years experience in email deliverability consulting and/or email deliverability support
• 2+ years experience in a B2B customer-facing role for a high-tech, SaaS organization
• Experience using 3rd-party delivery tools (Validity Everest, eDataSource, Google Postmaster Tools, Microsoft SNDS, etc.)
• High technical aptitude, motivated, goal-oriented and thrives in a fast-paced startup environment
• Proficient with ISP/domain-specific delivery policies, block mitigation, and feedback loops with ISPs
• Expert with “best practices” for sending bulk email, list management and blocklist/spam reduction
• Strong familiarity with end-to-end email delivery (IP addresses, DNS, SMTP, authentication, etc.)
• Knowledge of CAN-SPAM/GDPR/anti-spam laws
• Excellent communication skills and a strong desire to work with customers
• An embodiment of Iterable's core values: growth-mindset, humility, balance and trust
• Previous experience working within Mail Transfer Agent (MTA) platforms like Sparkpost, Mailgun, Sendgrid, etc. 

Bonus Points:

• Previous experience with email marketing, email compliance, push notifications, and/or SMS software

Perks & Benefits: 

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Community Impact Days
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance 
• Monthly Professional Development allowance 
• Pre-tax commuter benefits
• Complete laptop workstation

The US base salary range for this position at the start of employment is $96,500 - $151,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.

Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.

To apply: https://weworkremotely.com/remote-jobs/iterable-email-deliverability-consultant

Headquarters: Los Angeles, CA
URL: https://vxi.com/

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

To apply: https://weworkremotely.com/remote-jobs/vxi-global-solutions-us-remote-technical-support-advisor

Headquarters: Minsk, Minsk Region, Belarus
URL: http://neo.gg

As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.

We are on the lookout for a CRM Automation Manager to join our CRM Team.

Role overview

As a CRM Automation Manager, you’ll design and optimize automated communication journeys across the entire customer lifecycle. You’ll work across email, push, SMS, and in-app channels to create relevant and timely customer communication. You’ll use A/B testing, campaign analytics, and customer behaviour data to improve conversion and retention, identify growth opportunities, and develop new ideas for automated CRM flows.

Responsibilities

• Automation Flows: Design, build, and optimize automated communication flows across the customer lifecycle, from registration to churn prevention and reactivation.
• Onboarding Journeys: Develop onboarding and welcome journeys across email, push, SMS, and in-app channels.
• Reactivation: Create and manage reactivation campaigns and automated flows for different stages of the customer lifecycle.
• A/B Testing: Run A/B tests to improve funnel conversion rates and reactivation performance.
• Analytics & Reporting: Analyze campaign results, build dashboards, and automate reporting and trigger logic.
• Insights & Growth: Analyze customer behavior and conversion data to identify insights, develop growth hypotheses, and improve CRM performance.

• Experience: 2+ years of experience in CRM automation or marketing automation.
• CRM Automation: Hands-on experience with trigger-based lifecycle campaigns, including welcome flows, deposit conversion, churn prevention, and reactivation.
• Automation Systems: Strong understanding of event-driven logic, customer segmentation, and CRM automation platforms such as Smartico, FastTrack, Customer.io, Optimove, or similar.
• Analytics: Strong analytical skills and practical experience with Looker, Tableau, or similar BI tools.
• Cross-Functional Collaboration: Ability to work closely with Product, Analytics, Content, and Design teams to coordinate and deliver CRM campaigns.

• Remote work opportunity.
• Flexible working schedule.
• Interesting product.
• Learning opportunities.
• Career growth prospects.

To apply: https://weworkremotely.com/remote-jobs/neo-group-crm-automation-manager

Headquarters: US - Remote

About the Role:

You'll own your outcomes, from the strategies you run to the conversations that shape what we build next. We are looking for a driven and consultative Account Manager 5 to join Wrike's Commercial Expansion team! In this role, you'll build meaningful client relationships and uncover opportunities to expand Wrike's footprint within your portfolio of established accounts. Using your strategic mindset and solution-focused approach, you'll help customers maximize their investment while driving our continued growth.

If you’re a collaborative professional who thrives in a fast-paced environment and enjoys connecting technology solutions to real business challenges, we want to hear from you!

Your Impact:

• Developing and executing strategic account plans that drive expansion within your assigned book of business.
• Managing the full sales cycle from opportunity identification through contract negotiation and close.
• Proactively engaging with accounts through targeted outreach initiatives rather than relying solely on inbound requests.
• Conducting consultative discovery calls to deeply understand customer pain points, business objectives, and growth opportunities.
• Implementing a solutions-based selling approach that clearly articulates Wrike's ROI and aligns our solutions with customer needs.
• Delivering compelling demonstrations and presentations that showcase how Wrike solves specific customer challenges.
• Creating tailored strategies for identifying expansion opportunities within each account based on customer usage patterns, adoption metrics, business goals, and industry trends.
• Staying informed about competitors' offerings and positioning Wrike advantageously against alternatives.
• Utilizing sales tools (Salesforce, SalesNavigator and ZoomInfo) to identify key stakeholders and manage your pipeline.
• Collaborating with Customer Success, Solutions, and other internal teams to ensure seamless customer experiences and 100% satisfaction.
• Consistently meeting or exceeding quarterly and annual revenue targets.

Your Qualifications:

• 5+ years of successful commercial sales experience with a proven track record of consistent achievement, SaaS experience required 
• Minimum 3 years experience as an Account Manager responsible for an install account base
• Demonstrated hunter mentality with a proven track record of proactive pipeline generation, cross-sell, upsell, and driving account expansion initiatives
• Demonstrated ability to manage the full sales cycle from qualification to close
• Experience expanding relationships within existing accounts through consultative, solution-based selling
• Strong proficiency with outbound prospecting strategies and execution
• Proficiency with the SaaS buying process and procurement cycles
• Exceptional communication skills with the ability to engage effectively at multiple levels within an organization
• Excellent discovery skills with the ability to understand business challenges and align solutions accordingly
• Experience conducting engaging remote product demonstrations via video conferencing
• Experience with sales methodologies such as Challenger, MEDDIC, or Solution Selling
• Bachelor's degree or equivalent practical experience

Standout Qualities: 

• Experience in work management, project management, or a track record of selling to our ideal customer profiles (ICPs) in Marketing, Professional Services, Manufacturing or Engineering Additional language proficiency (if relevant to the territory)

What to expect next:

- Recruiter call (45 minutes)
- Sales leader interview (60 minutes)
- Mock demo presentation (45 minutes)
- Final interview with the VP of Sales (30 minutes)

Team Dynamics:

• As an Account Manager 5, you'll join a high-performing team focused on driving double-digit growth within our existing customer base. You'll manage a portfolio of commercial accounts (250 - 5,000 employees) with active Wrike subscriptions. Working collaboratively with cross-functional partners, you'll identify expansion opportunities that solve customer challenges while helping you achieve your booking and pipeline targets.

Our Work Style: 

• Collaborative Culture: Work alongside ambitious, supportive colleagues who celebrate wins together
• Comprehensive Training: Structured onboarding and ongoing sales enablement to help you master our product and refine your skills
• Work Flexibility: Options for remote work with the support you need to succeed from your home or the office 
• Competitive Compensation: Base salary plus uncapped commission structure that rewards performance

Why Join Wrike?

• Growth Opportunities: Clear career progression paths with opportunities to advance into senior account management or leadership roles, based on your performance and goals

Empowered Living: 

• Comprehensive Health Coverage: Enjoy medical, dental, and employer-paid vision insurance.
• Security & Support: Benefit from life insurance and employer-paid short- and long-term disability.
• Financial Well-Being: Build your future with our 401(k) plan featuring an employer match along with FSA/HSA benefits.

Nurturing New Beginnings:

• Generous Parental Leave: Cherish every moment with 18 weeks of leave for birth mothers and 4 weeks for non-birth parents.
• Community Connections: Engage with our vibrant Wrike Employee Resource Communities (WERC) to connect, grow, and thrive.

Work & Life Enrichment:

• Flexible Time Off: Our flexible time off (FTO) policy empowers you to balance work, personal matters, and well-being on your own schedule.
• Home Office Support: Enjoy a $500 Working-from-Home stipend to create a comfortable and productive home office.
• Celebration & Service: Enjoy 11 paid holidays and 2 volunteer days to rest, recharge, and give back.

Global Impact:

• Join a team recognized worldwide for leading by example and delivering collaborative work management solutions that empower businesses across the globe.

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

#LI-AT1

To apply: https://weworkremotely.com/remote-jobs/wrike-account-manager-l4

Headquarters: United States (Remote)

This is a remote position that must be based in PST or MST.

Role Overview

As a Lead Customer Success Manager, you will own the post-sales strategic relationship, retention, and value realization across our highest-stakes enterprise accounts. You are a self-starter and bar-raiser who operates with high autonomy, driving customer outcomes while working in tight partnership with Sales to uncover and capitalize on strategic growth opportunities.

In this role, you will serve as the trusted advisor and strategic lead for your portfolio, orchestrating technical and commercial counterparts—including Forward-Deployed Engineers (FDEs), Account Executives, and Product leaders. You will bridge complex technical deployments with executive-level business goals, ensuring customers realize maximum value from their investment and naturally expand their footprint with us.

Key Responsibilities

• Drive Strategic Account Value & Retention: Accountable for net retention, customer health, and long-term strategic alignment across a portfolio of complex enterprise accounts.
• Partner with Sales for Account Growth: Work side-by-side with Account Executives/Strategic Account Managers to identify expansion vectors, co-develop account plans, and position new capabilities that directly support the customer's technical roadmap.
• Integrate with Technical Counterparts: Partner closely with Forward-Deployed Engineers (FDEs) and technical leads to ensure technical delivery aligns directly with the client's business outcomes, removing friction and accelerating time-to-value.
• Operate as an Independent Bar-Raiser: Proactively build scalable Customer Success playbooks, elevate executive engagement standards, and operate with extreme ownership without needing step-by-step guidance.
• Cultivate C-Suite & Technical Sponsorship: Build multi-threaded relationships across business and technology functions (CIO, CISO, CTO, VPs of Engineering, Product Leads) to ensure continuous alignment with top corporate initiatives.
• Drive Business Outcomes & QBRs: Shift client conversations from product usage to business impact, leading executive business reviews (EBRs/QBRs) that demonstrate clear ROI and anchor the account for long-term growth.

Qualifications & Requirements

• Post-Sales Strategic Track Record: 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management handling high-ARR, complex enterprise platforms.
• Commercial Acumen & Growth Mindset: Proven history of partnering with Sales to identify, nurture, and help close upsells, expansions, and renewals in complex, multi-stakeholder environments.
• Technical & FDE Alignment: Deep experience collaborating with Forward-Deployed Engineers, Solutions Architects, and product delivery teams to translate technical achievements into commercial value.
• High Autonomy & Leadership: Self-motivated bar-raiser with a bias for action who excels in ambiguous, fast-paced environments and takes full accountability for account outcomes.
• Executive Presence: Outstanding communication and presentation skills, with a track record of challenging and advising C-level executives on technology strategy and operational efficiency.

Nice-to-Haves / Pluses

• High Tech Industry Expertise: Domain knowledge in High Tech (e.g., cloud native, hardware/software OEMs, or AI/ML platforms) and an understanding of how engineering-led enterprises operate and scale.

What Success Looks Like in Year 1

• Month 3: Fully onboarded, account health assessments completed, and tight alignment established with assigned Sales AEs and FDE teams on key accounts.
• Month 6: Value-realization frameworks and executive cadence active across all accounts, with clear expansion pipelines co-developed alongside Sales.
• Month 12: High Net Retention Rate (NRR) achieved across the portfolio, demonstrable business outcomes delivered with FDEs, and elevated CS playbooks established as standard practice for the broader team.

Target Annual Earnings (salary + commission): $190K-220K OTE

Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

#LI-SW1

To apply: https://weworkremotely.com/remote-jobs/tines-lead-customer-success-manager-west

Headquarters: US-Florida
URL: https://iti-digital.com/

Role Overview

ITI Digital is seeking a Client Success Manager to serve as the primary relationship manager for a diverse portfolio of clients across our DXP platform and managed destination websites. This portfolio includes Destination Management Organizations (DMOs), regional tourism boards, Chambers of Commerce, parks & recreation departments, government agencies, and economic development organizations. A background working with or for these types of organizations is central to this role.

This is an active, day-to-day account management position. The Client Success Manager personally conducts onboarding calls, manages ongoing client engagements, monitors product adoption, and leads the renewal process. The role owns a defined core book of accounts directly and provides day-to-day direction to a small team of Client Success Specialists across the team's combined account portfolio. In addition to direct account responsibilities, this role contributes to process refinement and serves as an internal representative of client needs in product and strategy discussions. This is a hands-on, collaborative role rather than a removed management position.

Preferred Background

The ideal candidate brings direct familiarity with the organizations ITI Digital serves, along with an understanding of the digital tools that support them. Relevant experience may include one or more of the following:

• Experience within a Destination Management or Marketing Organization (DMO), government agency, or economic development organization in a marketing, digital, or partnership capacity

• Experience selling marketing services, digital platforms, or SaaS solutions to destinations, tourism boards, parks & recreation departments, government agencies, or economic development organizations from an agency or vendor perspective

• Familiarity with co-op programs, visitor guide campaigns, itinerary tools, virtual visitor centers, or digital engagement platforms used by public-sector or destination marketing organizations

• An understanding of the operational environment of public-sector and quasi-public organizations, including board reporting cycles, grant-funded budgets, fiscal year planning, and multi-stakeholder decision-making processes

• A genuine understanding of how these organizations operate — and the ability to translate that understanding into thoughtful, consultative account management — will be a distinguishing quality in this role

Key Responsibilities

1. Sales-to-CS Handoff & CRM Stewardship

This area of responsibility focuses on ensuring a smooth transition from Sales and maintaining accurate data across client management systems.

• Maintain CRM company and deal records up-to-date with client information; flag gaps and align with Sales as needed

• Manage the client management platform configuration, including lifecycle stages, health scores, and onboarding playbooks

• Lead periodic reviews of the client management platform database to ensure accuracy, clean segmentation, and up-to-date client records

• Serve as the primary CS point of contact for platform questions, configuration updates, and vendor best practices

2. New Client Onboarding Ownership

The Client Success Manager is responsible for guiding new clients through a structured, milestone-driven onboarding process across our DXP platform and managed destination websites.

• Conduct welcome calls and kickoff meetings, drawing on destination industry experience to establish meaningful rapport with clients

• Clarify package scope, delivery timelines, and client-side resource commitments in accessible, straightforward terms

• Coordinate with Implementation and Technical Support specialists to track milestone completion; escalate blockers proactively

• Provide product demonstrations tailored to client use cases, connecting features to real workflows relevant to the client's organization type

• Deliver a formal end-of-onboarding notification and satisfaction survey; document lessons learned for playbook improvement

3. Subscription Engagement & Product Adoption Strategy & Support

This area of responsibility centers on developing and sustaining strong client relationships throughout the subscription period, with a focus on long-term engagement and product adoption.

• Maintain direct ownership of an assigned core book spanning DMOs, government agencies, Parks & Recreation departments, and economic development organizations across their full subscription terms

• Conduct regular check-in cadences calibrated to client tier and account health

• Apply relevant industry knowledge to connect product features to client outcomes, including visitor center engagement metrics, grant reporting requirements, economic development KPIs, and co-op partner ROI

• Identify expansion opportunities within existing accounts and hand off to the Sales team for follow-through

• Proactively identify accounts showing signs of declining usage or key contact changes, and respond with appropriate education or outreach

• Share relevant case studies, benchmark data, and best practices from across the ITI Digital client base to support adoption

• Serve as an internal advocate for clients during product development discussions, translating sector-specific feedback into actionable product input

4. Client Health Monitoring & Risk Management

The Client Success Manager is expected to maintain a consistent, informed view of account health, identifying and addressing risks before they affect client satisfaction or retention.

• Maintain health scores in the client management platform using usage data, survey results, support ticket patterns, and relationship signals

• Conduct structured health-check conversations at defined intervals, especially during leadership transitions at client organizations

• Deploy satisfaction survey campaigns at key subscription milestones; analyze results and close the feedback loop with clients

• Classify at-risk accounts on early indicators — passive satisfaction, declining usage, key contact changes, budget or procurement signals, and client unresponsiveness — not solely on expressed dissatisfaction, and maintain a documented save plan for each

• Log client-reported technical issues and escalate for triage and engineering assignment

• Escalate at-risk accounts to leadership with a clear situation summary, documented save plan, and recommended course of action well ahead of the renewal date

 5. Renewal Management

Renewal management is a primary accountability of the Client Success Manager. This role carries direct responsibility for retained revenue across the assigned portfolio.

• Maintain a current, accurate renewal pipeline with visibility into upcoming contract end dates

• Initiate renewal conversations well in advance of contract end; identify and address concerns early to avoid late-stage risk

• Apply approved concession parameters for renewal negotiations; escalate any offer outside those boundaries prior to client communication

• Prepare renewal contracts (with admin support); track signature status and follow up as needed

• Escalate contract, pricing, or invoicing concerns to leadership with full account context and a recommended course of action

6. Team Collaboration, Coaching & Continuous Improvement

The Client Success Manager works closely with a small team of Client Success Specialists, providing day-to-day guidance, sharing best practices, and helping to ensure consistent quality across the team's client interactions.

• Provide day-to-day direction and support to Client Success Specialists, including guidance on client communication, issue resolution, and account management best practices

• Serve as a resource for the Specialists when navigating complex client situations, escalations, or unfamiliar account types

• Partner with Implementation, Technical Support, and relevant internal teams to resolve client issues that fall outside standard support workflows

• Contribute to the development and refinement of onboarding and adoption playbooks, drawing on direct client experience across the full portfolio

• Contribute relevant sector knowledge to internal conversations regarding product roadmap, marketing, and sales positioning

• Uphold consistent standards in client communication, documentation, and CRM data management, and support the Specialists in doing the same

Ideal Candidate Profile

The following characteristics describe the professional qualities ITI Digital is seeking in this role:

• Dependable — consistently reliable in following through on commitments to clients and colleagues

• Collaborative — willing to share knowledge and provide informal guidance to colleagues in a team-oriented environment

• Consultative — approaches client relationships with careful listening and thoughtful problem-solving

• Sector-fluent — familiar with the operational and planning cycles of DMOs, government agencies, and economic development organizations, including board governance, grant budgets, and public accountability structures

• Tech-curious — interested in SaaS and digital platforms, with a willingness to develop fluency in new tools

• Detail-oriented — attentive to the accuracy and thoroughness required in CRM management, milestone tracking, and contract administration

• Adaptable — comfortable navigating shifting priorities in a growing organization

• Autonomous — able to exercise sound independent judgment while knowing when to involve leadership

• Composed under pressure — maintains professionalism and perspective in a fast-paced, evolving environment

Position Details

• Location: Fully remote — US Eastern Time Zone (8 AM – 5 PM ET). Reliable computer and internet connection required. Candidates located in the US Eastern or Central Time Zone are preferred.

• Work Schedule: Full-time exempt position. Standard hours: 8:00 am–5:00 pm EST. Minimum 40 hours per week. Additional time may be required based on business needs.

• Employment Type: Contract-to-hire 1099, with a 90-day evaluation period. Successful completion converts to Full-Time W2 with benefits.

• Compensation: Commensurate with experience. Compensation is determined based on factors including relevant experience, demonstrated qualifications, and geographic location.

• Reports To: VP, Digital Strategy

• Platform Communication/Systems: Slack, Zoom, Google Meet, and CRM/project management tools, such as Vitally CS, HubSpot, Asana, JIRA, and Freshdesk.

ITI Digital is an equal opportunity employer.

To apply: https://weworkremotely.com/remote-jobs/iti-digital-saas-client-success-manager