Customer Success Manager
11 hours ago
Austin
The Customer Success Manager (CSM) owns the success of a portfolio of Enterprise and Growth ClearPoint customers. The job is not to host meetings or run a checklist of touchpoints. The job is to deeply understand what each customer is trying to accomplish—their real goals, not just the ones on the contract—and to help them get there. We see ourselves as expert coaches and advisors. Our customers should walk away from every interaction smarter, more confident, and better positioned to be the hero inside their organization. That sometimes means saying no, pushing back, or redirecting a request that won’t actually serve them. It always means showing up as a partner who knows the work, not a vendor managing an account. This is also an AI-first role. You will work side-by-side with Agency’s Kai, our AI teammate, and we expect you to use AI as the default lever for any repeatable workload—prep, research, drafting, analysis, follow-up. Your time should go to the high-judgment work that actually moves customers forward. You will partner closely with Customer Success Engineers (CSEs) on technical projects and operate at both the tactical and strategic levels. Exceptional communication, judgment, and relationship skills are required. So is comfort with ambiguity—the ground shifts often here, and you need to keep up. • Develop a deep understanding of what each customer is trying to accomplish—the goals on the contract and the goals behind them—and build the plan to help them get there., • Act as an expert coach and advisor: bring strategy execution expertise, ClearPoint expertise, and a clear point of view to every customer conversation., • Push back, redirect, or say no when a customer request won’t actually serve their goals. Help them see what they’re missing, not just give them what they ask for., • Run structured business reviews with customers when they add value—not on a fixed cadence for their own sake. The format should serve the relationship, not the calendar., • Manage onboarding and adoption; coach customers on the structure and habits that will compound value over time., • Own renewals, expansion, and customer satisfaction—watching for both positive and negative trends and turning insights into action., • Use Agency and other AI tools as the first lever for any repeatable workload. Continuously raise the floor on what AI handles so your time goes to high-judgment work., • Provide structured feedback to Product on what customers need; partner cross-functionally with Sales, Marketing, and Product as the voice of the customer., • Contribute to the strategic direction of the team by leading or participating in internal initiatives., • Bring a team-first attitude, a can-do spirit, and high standards every day.This job description is not a comprehensive list of duties. Responsibilities and activities may change at any time, with or without notice—often quickly.We are moving away from traditional CSM metrics like seat counts, ticket volume, and number of QBRs hosted. Those are inputs. We care about outcomes:, • Strategic Coaching: Customers see you as an expert advisor on their strategy execution, not as a software contact. They bring you the hard problems, not just the support tickets., • Onboarding: Customers reach first value quickly and feel heard along the way. You set expectations clearly and protect timelines., • Adoption: Customers realize quantifiable value from ClearPoint and adopt new features as they ship. You can point to the evidence., • Retention: Your customers renew, and they renew because they want to - not because switching is hard., • Expansion: You grow account revenue by helping customers do more, not by pushing them., • AI Leverage: You consistently demonstrate that AI is multiplying your output. Your portfolio is larger, your responsiveness is faster, or your insights are sharper with AI., • We Care About The Customer: A time you made your customer the hero, where they walked away looking smart to their organization because of how you showed up. We are partners, not vendors., • We Play To Win: A time you held yourself or your team accountable for great work, and what you did when the bar wasn’t being met., • We Are Passionate: A time you worked hard, got stuff done, and still made the work fun. Bonus if you can describe a culture you helped build, not just lived in., • We Are Exceptionally Open: A time you flagged a problem early, asked the awkward question, or surfaced something uncomfortable instead of letting it sit., • We Are Welcoming: A time you helped build an environment where people with different backgrounds or perspectives could do their best work., • Hungry. You want the work. You want to learn. You want to be good at this, • Humble. You ask questions, you take feedback, and you don’t pretend to know things, • Fast. You move quickly, write clearly, and don’t need a lot of structure to make progress, • Comfortable with ambiguity. Priorities shift, processes change, and that’s okay, • Direct. You say what you think, you push back necessary, and you don’t hide bad news, • AI-fluent or AI-curious. You already use AI in your day-to-day, • Clear communicator. You write well, you listen, and you can explain things well, • Organized. You can juggle a big task list and prioritize without dropping balls, • Curious. You read. You poke at the edges. You want to understand why, not just what, • 2–5 years in Account Management or SaaS Customer Success required., • Customer-facing experience at a subscription technology company required., • Working fluency with Microsoft Office Suite required., • Bachelor’s degree, or seven years of relevant work experience, preferred., • Background in strategy or performance management preferred., • Hands-on experience using AI tools (Claude, ChatGPT, Agency, Copilot, custom agents, etc.) in a professional context preferred., • Experience working with local government customers preferred., • $70,000 - $90,000, • Performance-based bonus program, • Competitive salary commensurate with your experience, • Performance-based bonus program, • 100% paid health insurance & dental insurance, • 401(k) program, • Open vacation policy, • Professional development, training, and mentorship programs, • Chance to get in on the “ground floor” of a tech company with startup energy, • Ability to make a difference from day one, • Fantastic colleagues and customers, • Employee referral bonuses to encourage the addition of great new people to the team, • Team events and offsite retreats, • Company organized volunteer days, • Candidates must live within ~100 miles of Arlington, VA and lives in the following states: VA, DC, MD, PA., • Employment is contingent upon successful completion of the I9 Federal work authorization verification. We don't offer visa sponsorship or work permits. Please read this posting carefully, visit our website, learn about us, and then apply. To be considered, please fill out the form and attach your resume. We needed someone yesterday, and we are excited to grow our team, so if you're a good fit, expect this process to move quickly. Pre-Employment Background Checks All offers of employment are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary and may include: Social Security Verification, Criminal History, Credit History, Personal and Professional References, social media, Prior Employment Verification, Educational Verification, and Motor Vehicle Records. ClearPoint reserves the right to modify this policy at any time without notice. EEO Statement ClearPoint Strategy provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or genetics. We seek to build a diverse staff representative of the communities we serve. All qualified applicants are strongly encouraged to apply. Physical Requirements This is sedentary work requiring typing and other and repetitive motions. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels. Visual acuity is required for operation of a computer and for observing general surroundings and activities. The worker is not subject to adverse environmental conditions.
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