[Remote] Jr. Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. CIMcloud is a rapidly growing software development company that provides a cloud-based CRM and B2B e-commerce platform. They are seeking a Junior Customer Success Manager to support customer satisfaction and retention efforts while managing a smaller book of business and assisting senior CSMs in various customer engagement activities.

Responsibilities

• Support senior CSMs in the management of key accounts by preparing for meetings, compiling insights, and assisting with follow-up actions
• Maintain strong relationships with an assigned book of smaller or lower-complexity accounts
• Conduct check-ins and touchpoints with customers to support their ongoing success and gather feedback
• Monitor and respond to customer inquiries, coordinating with internal teams as needed
• Monitor overall health of customer projects being delivered by our Services Delivery team to support healthy CSAT scores
• Surface common themes, feature requests, or pain points to senior CSMs and internal stakeholders
• Document customer feedback and contribute to internal knowledge sharing for continuous improvement
• Assist in the creation and delivery of onboarding, training, and enablement resources
• Help customers adopt platform features by providing support materials and guidance
• Assist in tracking customer adoption and usage trends
• Triage and log customer issues and ensure they are routed to the appropriate internal teams
• Follow up on resolution status and maintain communication with customers when needed
• Support escalation efforts led by senior CSMs
• Maintain accurate customer records
• Assist in compiling customer success metrics and health indicators
• Support reporting efforts related to NPS, CSAT, and adoption benchmarks
• Monitor customer signals and usage patterns that may indicate growth opportunities
• Queue up leads and opportunities for the Account Management team to pursue
• Assist in preparing context and documentation for internal AM handoffs

Skills

• 1–2 years of experience in Customer Success, Client Services, or a related customer-facing role in a SaaS or B2B environment
• Strong communication and interpersonal skills
• Customer-focused mindset with a desire to learn and grow in the Customer Success field
• Basic understanding of customer success principles and SaaS business models
• Organized and detail-oriented with strong time management skills
• A proactive mindset with a desire to learn and grow
• Comfort with technology and tools (CRMs, spreadsheets, dashboards)
• A genuine interest in solving problems and helping customers succeed
• SaaS: 2 years (Required)
• B2B sales: 2 years (Required)
• Exposure to the CIMcloud platform or similar B2B eCommerce systems
• Experience supporting onboarding or customer training initiatives
• Experience with tools like HubSpot
• Interest in account growth and lifecycle management
• Enthusiasm for cross-functional teamwork and continuous learning

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Company Overview