Customer Success Manager

Job Summary

We are looking for a relationship-driven, strategic, and results-oriented Customer Success Manager to join our growing team and lead our CS function. This role will own the post-sale, renewal and cross-sell experience for Custom Channels’ most important accounts: mid-market and enterprise customers in the $20K–$200K+ annual spend range. With a focus on retention, you will help define what a world-class CS function looks like at Custom Channels, working closely with our leadership team and collaborating cross-functionally to ensure our top clients receive proactive, high-touch service.

This is a hybrid role based at our Denver, CO office (three days per week), with Mondays and Fridays remote.

Role Overview

The ideal Customer Success Manager brings a consultative, proactive approach to account management and can build trusted advisor relationships with stakeholders at our most strategic accounts. You will own a book of business that includes some of our highest-profile brand partners, lead structured Quarterly Business Reviews, identify expansion and upsell opportunities - selling new products & features, and serve as the internal voice of the customer. This role requires strong executive communication skills, comfort managing complex stakeholder relationships, project management, and the ability to translate customer goals into measurable outcomes.

Experience in Customer Success or Account Management, HubSpot (or comparable CRM) and willingness to roll your sleeves up - and wear the many hats required at a small but growing business. Prior experience in adjacent verticals such as digital signage, audio/visual technology, or in-store media is a strong plus.
 

Responsibilities

Strategic Account Management

• Own a portfolio of mid-market and enterprise accounts ($20K–$200K+ ARR), serving as the primary point of contact and trusted advisor for the client. Typically we interface with stakeholders across the Marketing, IT and Operations functions
• Build and nurture long-term relationships with key customers across our varying industries: restaurant, retail, dental, medical, etc - working with brands such as CAVA, HTeaO, Aviator Nation, Steelcase, Hilton, understanding their business objectives, success metrics, and evolving needs
• Lead structured Quarterly Business Reviews (QBRs) that communicate performance data, highlight value delivered, and align on goals for the coming period
• Proactively identify opportunities to grow accounts, while managing customer contracts: renewals, upsells, downsells
• Develop automated and scalable nurture campaigns or touchpoints across the lower ARR, mid-market customers

Customer Lifecycle & Retention

• Partner with sales during handoff to ensure a smooth, high-quality onboarding experience for new and expanding enterprise customers
• Conduct regular touchpoints, business reviews, and health checks to ensure continued adoption, satisfaction, and new features
• Monitor account health signals, manage billing and service issues, and take proactive action to mitigate churn risk before it escalates

CRM & Operational Excellence

• Maintain clean, accurate, and up-to-date account records in HubSpot to reflect customer journey status, renewal timelines, and expansion activity
• Build automated workflows in CRM and create analytics dashboarding to get better visibility into account health
• Support reporting and segmentation needs for leadership, including renewal and expansion pipeline visibility.

Cross-Functional Leadership & Process Building

• Lead, define and build the Customer Success function at Custom Channels, including playbooks, QBR templates, onboarding materials, and escalation frameworks
• Act as the voice of the customer internally, sharing feedback and insights with product and engineering teams to influence the roadmap
• Collaborate closely with sales and our Customer Success Associate to ensure seamless day-to-day account coverage and a consistent customer experience
• Identify and recommend operational improvements to scale the CS org as the company grows

Qualifications

• Education:
  • Bachelor’s degree; Business, Communications, or a related-field preferred
• Experience:
  • Minimum of 6 years of experience in customer success, account management, or sales for B2B software or hardware companies, ideally with experience in all core areas listed in above responsibilities.
• Skills:
  • Excellent written and verbal communication skills
  • Self-starter and process-oriented mindset with a focus on details
  • Ability to autonomously manage client book of business 
  • Proficiency in Hubspot or comparable CRM systems preferred

Compensation & Benefits

• Salary:
  • Salary Disclosure for Colorado: This role has an OTE range of $90,000–$120,000, comprising approximately 75% base salary and 25% of uncapped variable compensation tied to customer retention, upsell performance and role KPIs
  • Final offer amount is determined by factors including years and depth of candidate's experience, and skill set alignment to the job requirements
• Benefits:
  • Flexible-time-off vacation policy
  • 12 company holidays
  • Rich benefit plan offering medical, dental, HSA, FSA, mental health services
  • Fully covered health insurance
  • $1,200 annual company HSA contribution
  • 401(k) or IRA retirement plan with company contribution