[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. 8am is a professional business platform dedicated to empowering client-focused professionals. The Customer Success Manager for Strategic Accounts plays a vital role in ensuring the success of the company's largest customers by providing exceptional support, driving product adoption, and collaborating with cross-functional teams to enhance customer experiences.

Responsibilities

• Provide proactive, high-touch support for Strategic Accounts, serving as a trusted point of contact to resolve product inquiries, coordinate issue resolution, and ensure timely, accurate communication with customers and internal teams
• Build strong relationships with end users and admins by delivering exceptional customer experiences and acting as a customer advocate—capturing feedback, identifying trends, and escalating complex issues as needed
• Drive product adoption and value by educating customers on features, best practices, and integrations, while supporting renewal readiness through healthy utilization and customer satisfaction
• Collaborate cross-functionally with Customer Success, Product, and Engineering to share insights, support roadmap alignment, and improve customer resources and programs
• Maintain operational excellence by documenting activity in Salesforce, tracking key account metrics, supporting reporting, and representing the 8am brand with professionalism in every interaction

Skills

• 1–2+ years in a customer-facing role such as Customer Success, Account Management, Support, or Business Development
• Strong relationship-building skills with the ability to manage expectations and communicate clearly
• Excellent problem-solving skills with the ability to analyze issues and identify root causes
• Strong written and verbal communication skills
• Highly adaptable and comfortable working in a dynamic and evolving environment
• Ability to quickly learn and understand new technologies, workflows, and product features
• Outstanding active listening, discovery, and customer service skills
• Experience with SaaS platforms preferred; legal tech experience a plus
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation

Benefits

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

Company Overview