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Drive customer adoption, value realization, and renewal success across an assigned portfolio while acting as a trusted advisor. Proactively monitor usage trends and lead structured retention plans to reduce churn and build long-term customer advocates.
Customer Success Manager
Location: Remote Position
Department: Customer Success
Reports To: Director, Customer Success
Department: Customer Success
Reports To: Director, Customer Success
Job Summary:
As a Customer Success Manager at CINC you are accountable for driving customer adoption, value realization, and renewal success across your assigned portfolio. You will manage customer relationships like a business, acting as a trusted advisor who ensures customers achieve measurable outcomes from CINC’s products and services. Your success will be measured by adoption, retention, customer health, and renewal outcomes.
You will proactively guide customers throughout the lifecycle—from onboarding through renewal—by monitoring usage, identifying risk, driving engagement, and leading structured success and retention plans. This role plays a critical part in reducing churn, increasing durable adoption, and building long-term customer advocates.
Key Responsibilities:
- Customer Trusted Advisor/Consultant:
- Own renewal readiness for assigned accounts, including risk mitigation and value realization
- Lead value-based renewal conversations in partnership with Sales when applicable
- Provide proactive consulting and understand the customer's business needs
- Identify customer risk signals (usage decline, support trends, NPS, stakeholder changes) and lead structured retention and recovery plans
- Minimize costs by reviewing support cases for trends and developing action plans to address customer needs
- Reduce churn by maintaining high customer satisfaction scores and handling escalations effectively (Follow up is crucial)
- Coordinate with internal resources to assist with escalations, questions, training needs, product requests and potential upsells
- Stay informed about regional regulations and attend relevant conferences and events
- Customer Product and Services Adoption and Enhancements:
- Develop and maintain customer success plans that define desired outcomes, usage goals, and measurable value milestones aligned to renewal success
- Drive measurable and sustained product adoption by monitoring usage trends and identifying gaps
- Monitor customer adoption metrics and usage trends, proactively identifying gaps and executing adoption playbooks to drive consistent and durable usage
- Execute adoption playbooks and intervention plans when usage declines or risk indicators emerge
- Primary owner of customer feedback for development of new or enhanced products and services
- Will gather and present functional product and services requirements
- Will work directly with Product team to prioritize customer requests and escalations
- Partner closely with Product, Support, Sales, and Customer Growth teams to drive customer outcomes
- Communications:
- Plan and lead recurring customer touchpoints including adoption reviews, quarterly business reviews, and executive alignment meetings
- Handle incoming and outgoing customer communications
- Communicating the voice of the customer across all CINC operations
- Raise awareness to customer trends and needs
- Follow up on NPS feedback and establish plans to improve scores
- Business Management/Acumen/Operations:
- Primary point of escalation for customers across all CINC products and services
- Identify at-risk customers and develop/execute plans to retain customers
- Answer questions about customer makeup and identify customers who may be affected by changes
- Be the expert on your portfolio of customers internally
- Stay up-to-date on the latest product releases
- Maintain accurate customer data, health indicators, and engagement notes in CRM systems
- Monitor and report on customer adoption, health, renewal risk, and retention progress
- Provide leadership regular updates on assigned customers status
Skills/Competencies:
- Customer-oriented mindset
- Strong ownership mindset with the ability to see initiatives through to resolution
- Proven ability to lead customer calls with executive presence and clear outcomes
- Strong customer relationship, organization and time management skills
- Analytical mindset with the ability to interpret usage data and identify risk trends
- Empathy - The ideal candidate will ensure CINC’s customers are heard and feel heard
- Strong ability to learn new concepts, problem-solve, and think on your feet
- Collaborative team player with strong cross-functional leadership
- Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
- Proactive self-starter comfortable with autonomy and ownership of territory
Qualifications
- Bachelor’s degree
- At least two years of Customer Success experience
- Experience in community association industry a plus
- Individual must be able to work in a highly self-driven manner within a fast-paced, entrepreneurial environment
- Travel included up to 30%
CINC Systems, LLC is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
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