Customer Success Manager

We are looking for a strategic, client-focused Customer Success Manager to support a portfolio of enterprise accounts at Factored. In this role, you will be responsible for driving customer satisfaction and retention, while  supporting expansion across high-value accounts.

You will act as a trusted advisor to our clients, ensuring they maximize the value of our AI and data engineering services while mitigating churn risks and identifying growth opportunities. This role requires strong executive presence, commercial acumen, and the ability to manage complex stakeholder environments.

If you thrive in a fast-paced, high-impact environment and enjoy building long-term strategic partnerships, we’d love to meet you.

Functional Responsibilities:

• Manage the customer success of a portfolio of strategic, enterprise, and mid-market accounts, driving long-term client satisfaction and retention.
• Act as the internal owner of account health, ensuring continuous alignment between client expectations, engineer performance, and Factored delivery standards.
• Support Account Directors or Account Executives internally on delivery tasks to drive net new revenue or revenue expansion from existing accounts.
• Monitor customer health metrics and qualitative feedback to proactively identify churn risks and expansion opportunities.
• Maintain visibility into delivery health across accounts, including engineer ramp-up, performance feedback, and engagement signals, ensuring teams are aligned with client expectations.
• Partner with engineering leads and CTLs to identify early delivery risks and coordinate mitigation plans before they impact account health.
• Serve as the customer success point of contact for key stakeholders and engineering managers, collaborating closely with the Account Director or Account Executive to establish strong client connections.
• Support Account Director or Account Executive on Quarterly Business Reviews (QBRs), providing data-driven insights, case studies, and strategic recommendations in collaboration with our engineers working with the client.
• Align client objectives with Factored’s delivery capabilities to ensure measurable business impact.
• Identify upsell and cross-sell opportunities in partnership with Account Directors and Account Executives.
• Support Account Director or Account Executive in fulfilling new won deals and executing renewals.
• Navigate complex stakeholder environments and manage escalations effectively.
• Collaborate cross-functionally (GTM Team, Delivery, Recruiting, Legal, Finance) while maintaining accurate CRM data and reliable forecasting.
• Maintain accurate CRM data, account documentation, and reliable forecasting to support strategic decision-making.

Qualifications:

• 5+ years of experience in Customer Success, Account Management, or Client Partnerships within tech, staffing, or professional services, with engineer staff augmentation preferred.
• Experience managing strategic, enterprise, and mid-market accounts (ideally $1M+ in annual revenue).
• Strong understanding of staff augmentation, AI, data, and/or software development environments.
• Experience working closely with engineering teams or technical stakeholders to support delivery outcomes.
• Proven track record of driving retention and expansion within existing accounts.
• Ability to manage complex stakeholder relationships and executive-level conversations.
• Data-driven mindset with experience using CRM tools (HubSpot, Salesforce, etc.).
• Excellent communication skills in English +C1 (written and verbal).
• Strategic thinker with hands-on execution capability.
• High ownership mentality with proactive problem-solving and strong cross-functional collaboration skills.

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