Customer Success Manager (US)

Customer Success Manager

Remote (US-based) | Competitive Salary + Benefits + Quarterly Profit Share

About the Role

Are you passionate about helping customers achieve real success with cutting-edge software?

We’re looking for a Customer Success Manager (CSM) to join a highly respected software vendor specialising in software quality and testing solutions.

As a CSM, you’ll act as the trusted advisor and main point of contact for enterprise clients - ensuring smooth onboarding, driving product adoption, managing renewals, and identifying opportunities for growth. You’ll work cross-functionally with Customer Success, Product, Marketing, and Sales teams to ensure every customer derives measurable value from the platform.

This is an exciting opportunity to join a collaborative and customer-focused organisation that values ownership, innovation, and long-term relationships.

What You’ll Be Doing

• Onboard new customers – lead scoping, training, and initial setup to ensure early success.
• Drive product adoption – monitor usage metrics, identify engagement opportunities, and deliver tailored training or support.
• Build strong relationships – act as the trusted partner to C-level and operational stakeholders.
• Manage renewals and retention – ensure customers continue to see ROI and identify upsell or cross-sell opportunities.
• Champion the customer internally – gather feedback, represent customer needs to Product and Sales, and encourage advocacy through case studies or testimonials.
• Track success metrics – including retention, NPS, product usage, and time to value.

What We’re Looking For

• 2+ years of experience in a Customer Success Manager or Account Executive role within a SaaS or software environment.
• Experience managing enterprise clients or complex technical accounts.
• Confident discussing software testing, QA, or automation concepts (manual/automated testing, UAT, regression, test data).
• Strong communicator — able to present effectively to technical and non-technical audiences.
• Excellent relationship-builder with empathy, energy, and attention to detail.
• Proactive and data-driven, with a genuine passion for customer success.
• Nice-to-have:
• Experience with QA or code-free automation tools.
• Familiarity with ERP or IBM i systems.
• Knowledge of customer success or CRM tools (e.g. Salesforce, Salesloft).

The Rewards

• Competitive base salary
• Healthcare, dental, and life assurance
• Simple IRA pension scheme
• Quarterly profit share bonus
• Fully remote role with occasional travel for client visits or company events

About the Company

A privately held software vendor founded in 1996, the business delivers powerful, code-free solutions for software testing and quality assurance. Its tools are used by global enterprises running complex systems (ERP, web, legacy, IBM i) to improve efficiency, reduce risk, and achieve reliable, scalable testing outcomes.

Why Apply Through MFK Recruitment

MFK Recruitment has an exceptional partnership with this organisation - having successfully recruited 15 professionals across multiple teams. Our close relationship gives candidates valuable insight, priority consideration, and a smooth recruitment process from start to finish.

Interested? Apply today via MFK Recruitment to take the next step in your Customer Success career with a company that truly values its customers - and its people.