Is the Customer Success Manager position at Portside fully remote?

Yes, this Customer Success Manager position at Portside is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time Customer Success Manager role?

This is a full-time Customer Success Manager position at Portside.

What benefits does Portside offer for this position?

Portside offers the following benefits: Remote Work, Health Insurance, Dental Insurance, Vision Insurance, Professional Development.

How do I apply for the Customer Success Manager position at Portside?

You can apply for this Customer Success Manager position by clicking the "Apply Now" button on this page, which will take you to Portside's application portal.

Customer Success Manager at Portside

United States

<div><body> Job Summary As a Customer Success Manager, you will own a book of mid-market accounts through a scaled, digitally led motion. You will run and continuously improve automated journeys for onboarding, cadence, training, renewal, and expansion, and step in personally when customer signals show an account needs attention.You will work closely with Sales, Product, Marketing, and Support, using health and usage data to decide where your time matters most and resolving escalations with sound judgment. The ideal candidate has managed a large mid-market book in a tech-enabled Customer Success model and uses data and automation to extend their reach. Key Responsibilities <ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Onboarding: Oversee the guided, digitally led onboarding experience, including the automated hand-off from Sales, persona-based journeys, and onboarding checklists. Step in when a customer stalls or misses a milestone.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Cadence: Maintain templated, auto-tracked success plans across your book and oversee automated quarterly business reviews, refining content and triggers based on performance.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Health and risk: Lead signal-driven health reviews. Use usage, engagement, and support data to spot at-risk accounts early and decide which need a personal touch.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Training: Run quarterly group trainings and webinars, and keep the knowledge base and recorded training library accurate and aligned with product releases.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Renewal: Oversee the automated 120-day renewal outreach. When signals escalate an account, take ownership, resolve the underlying issues, and partner with Sales to protect the renewal.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Expansion: Manage automated lifecycle campaigns, host open office hours, and support self-service onboarding for newly adopted products. Pass qualified opportunities to Sales.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Digital adoption: Deliver prescriptive adoption journeys that guide customers toward the features and outcomes that matter most to them, and flag friction points to Product.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Voice of customer and advocacy: Contribute to scaled voice-of-customer programs and share feedback trends with Product, Sales, and Support. Identify strong candidates for testimonials, case studies, referrals, and community advocacy.</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Escalations and product expertise: Handle escalations across your portfolio with strong judgment and people skills, drawing on deep knowledge of Portside's products and technology to advise customers and troubleshoot issues.</li></ul> Qualifications<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">5+ years in a customer-facing role at a SaaS company, including experience in a scaled, tech-enabled Customer Success model managing a book of mid-market accounts</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Demonstrated experience using technology and automation to extend reach and efficiency across a large book of business</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Strong people skills, with a track record of effectively handling and resolving customer escalations</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Strong analytical skills, able to interpret usage data and health signals to prioritize where to step in</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Excellent communication, relationship-building, and problem-solving skills, including comfort leading group trainings and webinars</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Bachelor's degree or equivalent practical experience</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Commercial experience (e.g., upsell, cross-sell, or quota-carrying) would be a strong plus</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Experience with AI-powered Customer Success tools would be a strong plus</li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;">Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation, would be a strong plus</li></ul><h3 style='font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:18pt;font-weight:600;letter-spacing:0.25px;margin-top:14px;margin-bottom:4px;text-align:start;padding-left:0px;'>What We Offer</h3><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;">Competitive base salary</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;">Fully remote work</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;">Generous time off policy</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;">Health, dental, and vision insurance</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;">Opportunities for professional development and career advancement.</li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;">Dynamic, collaborative, and fast-growing work environment.</li></ul> Portside is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. </body></div>

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Remote Opportunity

Customer Success Manager

Join Portside as a senior professional working remotely from United States. Explore the role, benefits, and apply in one place.

Customer Success Manager

Portside

Full Time

4 days ago

Job Summary As a Customer Success Manager, you will own a book of mid-market accounts through a scaled, digitally led motion. You will run and continuously improve automated journeys for onboarding, cadence, training, renewal, and expansion, and step in personally when customer signals show an…

United States

Canada

Customer Success

Senior

Customer Success

SaaS

Account Management

+5 more

Job Description

Job Summary

As a Customer Success Manager, you will own a book of mid-market accounts through a scaled, digitally led motion. You will run and continuously improve automated journeys for onboarding, cadence, training, renewal, and expansion, and step in personally when customer signals show an account needs attention.

You will work closely with Sales, Product, Marketing, and Support, using health and usage data to decide where your time matters most and resolving escalations with sound judgment. The ideal candidate has managed a large mid-market book in a tech-enabled Customer Success model and uses data and automation to extend their reach.

Key Responsibilities

Onboarding: Oversee the guided, digitally led onboarding experience, including the automated hand-off from Sales, persona-based journeys, and onboarding checklists. Step in when a customer stalls or misses a milestone.
Cadence: Maintain templated, auto-tracked success plans across your book and oversee automated quarterly business reviews, refining content and triggers based on performance.
Health and risk: Lead signal-driven health reviews. Use usage, engagement, and support data to spot at-risk accounts early and decide which need a personal touch.
Training: Run quarterly group trainings and webinars, and keep the knowledge base and recorded training library accurate and aligned with product releases.
Renewal: Oversee the automated 120-day renewal outreach. When signals escalate an account, take ownership, resolve the underlying issues, and partner with Sales to protect the renewal.
Expansion: Manage automated lifecycle campaigns, host open office hours, and support self-service onboarding for newly adopted products. Pass qualified opportunities to Sales.
Digital adoption: Deliver prescriptive adoption journeys that guide customers toward the features and outcomes that matter most to them, and flag friction points to Product.
Voice of customer and advocacy: Contribute to scaled voice-of-customer programs and share feedback trends with Product, Sales, and Support. Identify strong candidates for testimonials, case studies, referrals, and community advocacy.
Escalations and product expertise: Handle escalations across your portfolio with strong judgment and people skills, drawing on deep knowledge of Portside's products and technology to advise customers and troubleshoot issues.

Qualifications

5+ years in a customer-facing role at a SaaS company, including experience in a scaled, tech-enabled Customer Success model managing a book of mid-market accounts
Demonstrated experience using technology and automation to extend reach and efficiency across a large book of business
Strong people skills, with a track record of effectively handling and resolving customer escalations
Strong analytical skills, able to interpret usage data and health signals to prioritize where to step in
Excellent communication, relationship-building, and problem-solving skills, including comfort leading group trainings and webinars
Bachelor's degree or equivalent practical experience
Commercial experience (e.g., upsell, cross-sell, or quota-carrying) would be a strong plus
Experience with AI-powered Customer Success tools would be a strong plus
Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation, would be a strong plus

What We Offer

Competitive base salary
Fully remote work
Generous time off policy
Health, dental, and vision insurance
Opportunities for professional development and career advancement.
Dynamic, collaborative, and fast-growing work environment.

Portside is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Requirements

5+ years in a customer-facing role at a saas company, including experience in a scaled, tech-enabled customer success model managing a book of mid-market accounts
demonstrated experience using technology and automation to extend reach and efficiency across a large book of business
strong people skills, with a track record of effectively handling and resolving customer escalations
strong analytical skills, able to interpret usage data and health signals to prioritize where to step in
excellent communication, relationship-building, and problem-solving skills, including comfort leading group trainings and webinars
bachelor's degree or equivalent practical experience
commercial experience (e.g., upsell, cross-sell, or quota-carrying) would be a strong plus
experience with ai-powered customer success tools would be a strong plus

Benefits

Remote Work
Health Insurance
Dental Insurance
Vision Insurance
Professional Development

Skills

Customer Success

SaaS

Account Management

Data Analysis

Automation

onboarding

Renewal Management

Upselling

Ready to Apply?

Join Portside today

Posted 4 days ago

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