Customer Success Manager
About The Position
CrashPlan® provides cyber-ready data resilience and governance in a single platform for organizations whose ideas power their revenue. With its comprehensive backup and recovery capabilities for data stored on servers, on endpoint devices, and in SaaS applications, CrashPlan’s solutions are trusted by entrepreneurs, professionals, and businesses of all sizes worldwide. From ransomware recovery and breaches to migrations and legal holds, CrashPlan’s suite of products ensures the safety and compliance of your data without disruption. We are seeking a Customer Success Manager to manage and grow relationships with a portfolio of customers, ensuring they achieve value from our product and have a positive, ongoing experience. This role focuses on driving adoption, customer satisfaction, and retention through proactive engagement and partnership. You will work closely with customers and internal teams to support onboarding, adoption, and day-to-day success, while escalating more complex or strategic issues as needed.
Requirements
- Associate’s degree in Business Administration, Communications, Marketing, Information Systems, or a related field - or equivalent relevant experience
- 2+ years of experience in a DGR or SDR role, Customer Success, Account Management, or related customer-facing roles
- Proven experience managing multiple customers and priorities effectively
- Excellent relationship-building skills with a customer-focused mindset
Nice To Haves
- Strong communication skills
- Experience in a SaaS or technology environment
- Familiarity with CRM and customer success tools
- Experience working with data protection and data compliance solutions
- Experience working with B2B customers
Responsibilities
- Manage a portfolio of customers throughout the customer lifecycle
- Serve as the primary point of contact for assigned accounts
- Build trusted relationships with customer stakeholders
- Drive product adoption and value realization through proactive engagement
- Monitor customer health and usage; identify and address risks early
- Assist with renewals and identify potential expansion opportunities in partnership with sales
- Conduct regular check-ins and value-focused conversations with customers
- Help customers understand product capabilities and best practices
- Gather customer feedback and share insights with internal teams
- Partner with Support, Sales, and Product teams to resolve customer issues
- Coordinate escalations and ensure timely follow-up and resolution
- Ensure smooth handoffs across the customer lifecycle
- Maintain accurate customer data, activity tracking, and notes in CRM and CS tools
- Follow established playbooks and success processes
- Continuously develop product and customer success knowledge
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
101-250 employees
