Customer Success Manager (Mountain West)

Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers — helping them improve their quality of life.

Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable. At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today.

Summary: The Customer Success Manager (CSM) is responsible for managing a portfolio of customers to drive product adoption, utilization, and renewal readiness. This role focuses on building strong customer relationships, proactively managing account health, and ensuring customers realize ongoing value from the product. The CSM partners closely with internal teams to deliver a consistent and positive customer experience.

**The expected territory for this role is AZ, CO, UT, NV and therefore we will only consider candidates based in this region. Territories are subject to change based on business needs.

Responsibilities:

• Manage a book of business, supporting customers through onboarding, adoption, and ongoing utilization of the product.

• Monitor customer health signals and proactively address risks by engaging customers, coordinating resources, and escalating issues as needed.

• Conduct regular customer check-ins, value reviews, and renewal preparation conversations to ensure alignment and renewal readiness.

• Partner cross-functionally with teams such as Account Management, Support, Product, Sales, and Programs to resolve customer issues and advocate for customer needs.

• Maintain accurate account documentation, notes, and action plans to ensure visibility and consistency across the customer lifecycle.

• Territory: AZ, CO, UT, NV

Minimum Qualifications:

• Minimum 3 years of Customer Success Manager

• Experience with onboarding customers

• Strong written and verbal communication skills

• Ability to build strong relationships with customers

• Ability to travel a few times a quarterly to partners

• Experience with supporting and presenting QBRs

Performance Metrics:

• Customer Health & Adoption: Achievement of individual book-of-business targets related to customer health, adoption, utilization, and outcomes.

• Renewal Readiness & Outcomes: Position the portfolio for successful renewal by facilitating high-impact value reviews that translate product adoption into measurable business impact, ensuring the partner recognizes the necessity of the partnership.

• Customer Satisfaction: Strong customer satisfaction performance as measured by CSAT and/or NPS, with consistent positive customer feedback and engagement trends.

What We Offer:

The base salary range for this position is expected to be between $85,000 - $90,000, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate’s credentials, relevant experience, and primary job location. In addition to salary, this role will be eligible for commission and additional company benefits such as stock options, 401(k), paid vacation and sick time, and health benefits.

In Closing:

If you're looking to make a big difference in the lives of others, we invite you to join us on our mission to make learning more intuitive and help individuals develop the skills they need for career success.

Be a part of creating pathways to prosperity by helping to develop training simulations to teach skills that lead to well-paying jobs, for all.

At Transfr, we embrace diversity because it breeds innovation. Transfr is an equal opportunity employer that participates in E-Verify committed to providing equal employment opportunities to all applicants, consultants, and employees, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.