Customer Success Manager I

About the role

The Customer Success Manager I is responsible for managing and growing relationships with a portfolio of strategic clients and partners, including high-revenue and complex accounts by ensuring successful onboarding, adoption, and ongoing value realization. This role focuses on day-to-day account health, product usage, and proactive support. The CSM partners with an Account Executive (AE) for renewals, upsells, and complex commercial or technical initiatives. This position reports to the SVP, Sales Ops & CoS.

What you'll do

• Own the post-sale relationship for a portfolio of clients and partners 
• Lead onboarding, training, and ongoing enablement to drive product adoption
• Act as the primary point of contact for client questions, issues, and best practices
• Monitor account health metrics (usage, satisfaction, risk indicators) and proactively address concerns
• Build strong working and strategic relationships with clients and partners, acting as a knowledgeable and trusted advisor for current product and device offerings as well as future expansion opportunities
• Collaborate with an Account Executive to scope and execute renewals and upsells
• Coordinate with Product, Support, and Implementation teams on client needs, including complex integrations or technical updates
• Conduct regular check-ins, QBRs, and success reviews to align goals and outcomes
• Handle any ad-hoc business or administrative issues (billing, contact updates, data management for your accounts etc.) as needed
• Gather and communicate customer feedback to internal teams to influence roadmap and improvements
• Maintain accurate account documentation and inputs in Salesforce CRM

Qualifications

• 2–5 years of experience in Customer Success, Account Management, or a related client-facing role
• Experience managing a portfolio of accounts
• Strong communication and relationship-building skills
• Ability to identify risk and opportunity within accounts and take proactive action
• Comfortable collaborating cross-functionally and working alongside sales partners
• Experience with SaaS, fintech, or technical products preferred

Equal Employment Opportunity 

Bluefin provides equal employment opportunities to all employees and applicants without regard to race, color, religious creed, sex, national origin, ancestry, citizenship or immigration status, pregnancy, physical disability, mental disability, age, military or veteran status, marital status, registered domestic partner status, gender, gender identity or expression, sex stereotyping, medical condition, genetic information, sexual orientation, or any other status protected by applicable federal, state, or local laws.