Customer Success Manager

About Us

We work with brands and manufacturers to empower Healthcare Providers (HCPs) to unlock their practice's full revenue potential. Our innovative full-suite enablement platform transforms static assets into actionable, trackable tools—driving engagement, simplifying activation, and delivering measurable business outcomes. By reducing friction and enhancing communication between brands and providers, we are revolutionizing provider enablement.

Description

Collaborative, solution-oriented, and driven—key qualities we’re looking for in a Customer Success Manager at Exfluential.

As a Customer Success Manager (CSM) at Exfluential, you'll be a core member of our team, reporting to our Director of Customer Success. You'll partner with customers, from hands-on onboarding through ongoing strategic guidance and expansion. Not only will you build strong relationships with your portfolio of customers, but you will also ensure that all user feedback is incorporated into the evolution of our products and offerings. Our CSMs appreciate the human element of SaaS customer service and are comfortable engaging with customers in both solo and group settings, both virtually and in person.

Responsibilities

The CSM’s role comprises the following main categories: strategic advising, partnership support & development, and internal coordination. 

Strategic Advising

• Expertise on all of Exfluential’s features and services – ability to answer technical and strategic questions
• Guidance on how to best utilize product features to accomplish customers’ business goals 
• Analysis of reporting metrics and recommendations on enhancements and/or changes 
• Immersion in the industries we work with, resulting in the ability to strategically provide feedback on best practices, benchmarks, and more
• Act as a trusted advisor for customers, supporting and guiding short- and long-term strategies 

Partnership Development

• Point of contact for customer partnerships, from initial onboarding through the entire ongoing lifecycle 
• Continuously assess customer relationship health – ensuring regular touchpoints to support renewals and expansions, as well as to maintain a strong service-oriented reputation
• Develop a deep understanding of customers’ business needs to anticipate questions and support needed, and recommend opportunities to utilize additional product features or expand the partnership
• Identify and drive opportunities to expand within customers’ businesses or with customers’ partners
• Conduct platform training sessions for customers to ensure effective adoption and usage

Internal Coordination

• Advocate for customer and end user needs with the internal team, ensuring that new features are prioritized based on feedback collected from customers
• Operate with urgency when processing support requests and delivering a resolution, facilitating effective internal communication  
• “Manage up” to ensure the executive team is aware of customer opportunities, and that executive support is provided in real-time as needed
• Understand the balance between customer advocacy and team collaboration, transparently communicating internally and externally to push solutions forward  
• Thorough documentation of customer requirements and requests to deliver to the internal team appropriately 
• Ability to learn and effectively utilize internal tools and systems

Qualifications

• 4 years in Customer Success or Account Management within a high-touch B2B organization such as a SaaS company, agency, or related marketing environment, with proven experience owning and managing a portfolio of customer accounts
• Service-minded and focused on delivering an exceptional client experience through proactive, personalized support
• Experience working within Google Workspace products (or equivalent Microsoft tools) 
• Strong professional references
• Exceptionally strong verbal and written interpersonal communication skills, confident working with and presenting to customers
• Effective decision-making skills with demonstrated understanding of when to bring in leadership
• Proven ability to effectively work in a team environment
• Experience collaborating cross-functionally with Sales, Marketing, and Product to drive customer outcomes

Benefits

• $70,000 – $90,000 USD annually (based on experience)
• Medical, dental, and vision
• Flexible Spending Account (FSA)
• 401(k)
• Flexible vacation time to promote a healthy work-life balance
• Perks that support our team’s well-being and connection, from fun events to snacks and more.

Location

• This role is open to candidates who are legally authorized to work in the United States and are able to commute to our Rancho Santa Margarita, Orange County, CA office at least four days per week, with the option to work remotely on Fridays in accordance with our hybrid work policy.