Customer Success Manager

Customer Success Manager (Remote)

Location: Remote (Serving Elk Rapids, MI)
Company: Elk Rapids (elkrapids.org)

Who We Are

Elk Rapids is a community-focused organization dedicated to delivering high-quality services and support to residents, partners, and stakeholders. As we continue to expand our digital and operational capabilities, we are committed to providing exceptional customer experience through a dedicated and professional Customer Success Team.

What We Are Looking For

We are seeking a proactive, organized, and relationship-driven Customer Success Manager to support our growing operations. The ideal candidate is skilled in communication, problem-solving, and client relationship management. This role is fully remote and requires someone who can work independently and ensure smooth interactions with internal and external partners.

Why Work With Us

100% remote position

Competitive compensation

Supportive and collaborative team environment

Opportunities for growth and long-term career development

Work that impacts real communities and strengthens public service

Job Summary

The Customer Success Manager is responsible for building strong relationships, ensuring customer satisfaction, and making sure users have the tools, support, and resources necessary for success. This role includes onboarding, client support, performance tracking, and partnering with cross-functional teams to improve services.

Key Responsibilities

Serve as the primary relationship manager for assigned customers

Conduct onboarding sessions and provide ongoing client support

Build and maintain strong relationships with key stakeholders

Track customer progress, usage, and engagement

Monitor customer satisfaction and identify improvement opportunities

Maintain accurate notes, documentation, and client communication records

Collaborate with Product, Support, and Leadership to resolve customer issues

Guide clients through best practices to ensure successful adoption

Identify renewal, expansion, and upsell opportunities when applicable

Provide clear, timely communication to both customers and internal teams

Required Qualifications

2–4 years of experience in Customer Success, Account Management, or related field

Excellent written and verbal communication skills

Strong problem-solving and organizational abilities

Ability to manage multiple accounts in a remote environment

Experience using CRM or customer support tools

Reliable internet connection and ability to work independently

Preferred Qualifications

Experience supporting SaaS, education, technology, or public-sector clients

Background in onboarding, client training, or technical support

Ability to analyze customer data and trends

Salary Range

$90,000 – $120,000 USD per year, depending on experience.