Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Customer Success Management Change Management Strategy Client Services Cross-Functional Collaboration Portfolio Management Customer Analysis Customer Development Customer Engagement Strategy Project Management Customer Retention +5 more

Other Skills

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Communication
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Teamwork
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Detail Oriented
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Strategic Thinking
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Quick Learning
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Empathy
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Problem Solving

Roles & Responsibilities

2+ years of experience as a Customer Success Manager handling a large volume of accounts
Proven track record in renewals, expansions, and retention
Strong problem-solving skills with ability to identify root causes and implement long-term solutions
Highly organized and detail-oriented with solid project management skills; ability to work autonomously and in a team

Requirements:

Manage a portfolio of ~250 SMB customers across the lifecycle to maximize value from the Bonusly platform
Own growth and retention by driving renewals, expansions, and upsell opportunities
Ensure successful launches and guide best practices for user adoption
Develop scaled engagement strategies to maximize adoption, product education, and ongoing value across the customer base

Bonusly

Human Resources, Staffing & Recruiting

About Bonusly

Bonusly is the fun and easy way to engage all of your employees and improve retention and productivity at every level of your organization. Bonusly helps you celebrate everyday contributions and key milestones, automate time-consuming HR admin processes, incentivize participation in company initiatives, and offer digital rewards your employees will love. With our efficient, effective, and enjoyable recognition and rewards solution, you can help people feel a greater sense of alignment and purpose, understand what it means to embody your company core values, and see how contributions of all kinds support your mission. In turn, you can pull actionable data about your employee experience from powerful people analytics tools. Bonusly delivers unique insights on individual, team, and company levels so you can make strategic decisions about culture, professional development, performance management, and retention. Bonusly is headquartered in Boulder, CO, and we have teams in Seattle, WA, and New York, NY. Find out what it's like to work at Bonusly here: https://bonus.ly/working-at-bonusly PSA: Beware of scam messages regarding fake positions here at Bonusly. We will always reach out via email with an official first.last@bonus.ly email address. Please reach out to us directly if you have any questions.

Company type: SME

Industry: Human Resources, Staffing & Recruiting

Founded: 2018

Company size: 51 - 200

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Job description

About Bonusly

Bonusly helps your team improve engagement and adopt the behaviors that set them, and your organization, up for long-term success. We make employee recognition meaningful, habitual, and connected to what matters most—helping organizations build cultures where people want to stay and grow together. To learn more about working at Bonusly, check out our Un-Handbook: https://github.com/bonusly/un-handbook

As a Customer Success Manager at Bonusly, you will take ultimate ownership of the growth, retention, and overall success of your book of business. We are looking for a strategic, results-oriented professional with an ingrained passion for people and helping our customers unlock maximum value from Bonusly. We empower CSMs to champion new team and company initiatives and are looking for someone interested in building scalable solutions to engage our entire customer base.

You will become an expert on the Bonusly platform, managing and optimizing the customer experience throughout their entire lifecycle:

✅At Bonusly, you’ll…

Manage a portfolio of ~250 customers in the SMB space throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform.
Own Growth and Retention: Take the reins on critical customer success metrics, including renewal, expansion, and upsell
Ensure Successful Launches: Project manage customer launches and consult on best practices for effective user adoption.
Grow Adoption: influence customers to effectively utilize Bonusly and expand their usage. Driving Adoption requires active planning and expertise with organizational change.
Develop Scaled Engagement Strategies: Look beyond 1:1 interactions to design and/or support one-to-many engagement initiatives. You will build new strategies that maximize adoption, product education, and ongoing value across our broader customer base.
Be the Voice of the Customer: Act as an internal champion for our users while balancing Bonusly’s business goals. You will synthesize customer feedback, pain points, and success stories, sharing these insights cross-functionally to directly influence our product roadmap and company strategies.
Support various Customer Success projects as needed.

💚You’re a great fit if you…

Have a strong drive to understand clients’ business goals, anticipate future needs, and work relentlessly to help your clients achieve success.
Have a retention mindset with a track record of handling renewals and upselling.
Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
Are a wiz at looking for patterns in customer communications and experiences to create actionable feedback for the company.
Are well-organized and detail-oriented, with a keen understanding of project management.
Adept with standard business tools and practices, and able to learn new ones quickly.
Thrive working autonomously and as part of a team.
Have 2+ years of experience as a CSM handling a large volume of accounts.

💯Bonusly points if you…