Customer Success Manager
Location: Remote Position
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.