Customer Success Manager

Description

We’re looking for a motivated, customer-focused Customer Success Manager (CSM) to support our Small and Mid-Sized Business (SMB) customers using AIA Contract Documents. This role is primarily responsible for managing renewals, driving expansion through up‑sell and cross‑sell opportunities, and building strong, trusted relationships with customers.

You’ll serve as a key partner to our customers by helping them maximize value, proactively addressing concerns, and ensuring a smooth renewal experience, while collaborating closely with internal teams to deliver a best‑in‑class customer experience. If you thrive in a fast‑paced environment, love meaningful customer conversations, and enjoy balancing relationship‑building with revenue impact, this role is for you.

• Own and manage a portfolio of SMB customers, driving renewals and identifying upsell and cross‑sell opportunities.
• Proactively engage customers to understand goals, usage, and growth potential.
• Handle objections, resolve concerns, and mitigate churn through problem‑solving and clear communication.
• Guide customers through the renewal process accurately and professionally.
• Build trusted, long‑term relationships as a partner and advisor.
• Collaborate cross‑functionally with Support, Product, and Finance to ensure seamless experiences and continuous improvement.
• Maintain accurate account records, forecasts, and activity tracking in CRM systems.
• Manage a high‑volume workload while delivering high quality, responsiveness, and attention to detail.
• Identify trends, customer feedback, and process improvement opportunities.

Requirements

• Demonstrated experience in Customer Success, Account Management, Sales, or related B2B/SaaS roles.
• Strong objection handling, negotiation, and consultative selling skills.
• Proven success in renewal management, upselling, and cross‑selling.
• Excellent written and verbal communication with a polished, customer‑friendly tone.
• Ability to manage multiple priorities and high‑volume workflows consistently.
• Strong collaboration skills and ability to build effective cross‑team relationships.
• Organized, detail‑oriented, comfortable with systems, data, and deadlines.
• Positive attitude, sense of humor, and enjoyment of working with people.
• Experience working with SMB customers (nice to have).
• Familiarity with contract documents, legal, construction, or professional services environments (nice to have).
• Experience using CRM and financial technology tools such as HubSpot, Zendesk, Stripe (nice to have).
• Background in subscription‑based or renewal‑driven business models (nice to have).

Benefits

• Competitive salary.
• Company‑paid health insurance.
• Dental and vision insurance.
• 401(k) with company match.
• Work‑from‑home stipend.

Training + Development

Interview process

Visa Sponsorship

Security clearance