Remote Customer Success Manager

About EasyLlamaEasyLlama is on a mission to end checkbox compliance. We started by reinventing compliance training with engaging, bite-sized, mobile-first learning instead of outdated, one-size-fits-all courses. Today, we're building an AI-powered Human Risk Management platform that helps organizations reduce risk through modern training, policy management, phishing simulations, and intelligent automation. Our goal is to help companies build compliance programs that are effective, measurable, and built for the way people work today.More than 6,000 organizations, including Shake Shack, WeightWatchers, Sephora, Jiffy Lube, and Y Combinator, trust EasyLlama. We're proudly bootstrapped, profitable, and recognized on the Inc. 5000 list, with a 96% G2 rating and industry-leading NPS and CSAT scores. We move quickly, value ownership and collaboration, and believe the best ideas come from people who are excited to solve meaningful problems and make a real impact.Our CORE valuesDRIVE is how we work at EasyLlama. Weʼre Doers, Resourceful,Impactful, Valued Partners, & Excellence-Focused.We are Doers. We proactively make things happen.We are Resourceful. We treat time, money, and energy as valuable.We are Impactful. We prioritize what matters.We are Valued Partners. We put customers & teammates first.We are Excellence-Obsessed. We always deliver excellent work.From CEO to newest hire, DRIVE asks us to take ownership, solveproblems, prioritize what matters, support teammates, and deliver high-quality work.When we live these values, our product choices, customer interactions,hiring, and promotions all help us live out our mission: to build safer andmore productive workplaces.About the RoleWe're hiring a Customer Success Manager to join our CSM team and manage a portfolio of our larger customer accounts. You'll be the primary point of contact for your book of business, building strong relationships that drive retention, adoption, and growth.This is a high-ownership role for someone who takes pride in managing renewals, identifying upgrade and expansion opportunities, and helping customers realize real value from our platform. We're looking for someone with a strong drive to win who takes full ownership of their book of business and builds relationships customers trust.What You'll DoOwn a portfolio of customer accounts, serving as their primary point of contact throughout the customer lifecycleManage the renewal process end-to-end, forecasting accurately and driving on-time renewalsIdentify and drive upgrade and expansion opportunities within your book of businessDevelop and execute success plans that align customer goals with product adoptionDrive product adoption through proactive outreach, training, and strategic guidanceMonitor account health and get ahead of risk before it becomes churnBuild strong, trusted relationships with key stakeholders and champions at each accountPartner cross-functionally with Support, Onboarding, and Product to ensure a seamless customer experienceMaintain clean, accurate data across CRM tools to support forecasting and reportingWhat We're Looking For4-6 years in Customer Success, Account Management, or another customer-facing roleStrong written and verbal communication skillsA proactive mindset, someone who thinks beyond the playbook and brings fresh ideas and strategies to their book of businessComfortable managing renewal, upsell and forecasting processesConsultative approach, able to understand customer goals and connect them to product valueHighly organized with strong attention to detailResourceful and proactive, looking for opportunities and solving problems before they're asked of youNice to HaveFamiliarity with HubspotExperience building CS playbooks, templates, or processes to scale team effectivenessExperience working in a SaaS environmentWhat Success Looks LikeRenewals close on time with accurate forecastingUpgrade and expansion opportunities are identified and convertedCustomers show strong adoption and engagement with the productAccounts are healthy, with risk identified and addressed earlyCustomers view you as a trusted advisor, not just a point of contactWhy This Role MattersOur larger customers represent significant revenue and long-term relationships. This role ensures those customers get dedicated, strategic support that drives retention, growth, and lasting success.Interview ProcessThe interview process takes about 3-4 weeks and may include cross-functional stakeholders.Recruiter ScreenHiring Manager InterviewPeer InterviewCulture Fit InterviewExecutive InterviewCompensation & Benefits$75-$85K base / $110-$120K OTEFlexible, fully remote environmentCompetitive employer-sponsored health insurance401(k) + company matchingProfessional development reimbursementsQuarterly remote work stipend*The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states: AR - ArkansasCA - CaliforniaCO - ColoradoCT - ConnecticutFL - FloridaIL - IllinoisLA - LouisianaMA - MassachusettsMI-MichiganMN - MinnesotaNJ - New JerseyNY - New YorkNC - North CarolinaOH - OhioOR- OregonPA - PennsylvaniaTN - TennesseeTX - TexasVA - VirginiaWA - WashingtonWI - Wisconsin *EasyLlama reserves the right to change the list of approved states at anytime. *To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.*Applies to full time (W2) employees.