Customer Success Manager

• Proactively identify and address customer concerns before they become escalations.
• Partner with Support, Product, and Sales teams to resolve customer issues.
• Create and execute customer success plans for key accounts.
• Encourage participation in customer advocacy programs, case studies, and reference opportunities.

• Maintain accurate customer records within CRM and Customer Success platforms.
• Track customer health scores, engagement metrics, and success milestones.
• Provide feedback to leadership regarding customer trends, risks, and opportunities.

• Manage a queue of assigned customer renewals.
• Initiate renewal discussions 90-120 days before contract expiration.
• Review renewal opportunities and identify potential risks.
• Partner with Sales and Account Management teams on renewal strategies.

• Identify at-risk customers and develop action plans to improve retention.
• Communicate renewal timelines, pricing, and contract requirements.
• Assist with renewal forecasting and pipeline reporting.
• Support negotiation discussions within established approval guidelines.

• Ensure contracts and renewal documentation are completed accurately.
• Maintain renewal records and update CRM systems.
• Track renewal status and escalate risks appropriately.

• 1-3 years of experience in Customer Success, Account Management, Sales, Customer Support, or related customer-facing role.
• Strong communication and relationship-building skills.
• Excellent organizational and time-management abilities.
• Experience using CRM systems such as Salesforce, HubSpot, or similar platforms.
• Ability to manage multiple priorities and customer relationships simultaneously.

• Experience in a SaaS, technology, or subscription-based business.
• Understanding of customer lifecycle management and renewal processes.
• Experience working with customer health metrics and retention strategies.

• Customer health score improvement
• Product adoption and engagement rates
• Customer satisfaction (CSAT)

• Retention rate

• Gross renewal rate
• Net revenue retention contribution
• On-time renewal completion
• Churn reduction
• Renewal pipeline accuracy

• Customer-first mindset
• Relationship management
• Problem-solving
• Active listening
• Time management
• Attention to detail
• Collaboration
• Business acumen
• Results orientation

• A high school diploma or equivalent is required; a college or university degree is a plus.

LevelBlue?

At LevelBlue, you’re not just an employee—you’re part of a team making a real difference in the world of cybersecurity.

We foster a culture of innovation and creativity where your contributions are valued, and you’ll have the support and resources to grow and thrive.

• Comprehensive medical, dental, and vision insurance.
• 401(k) with employer matching.
• Generous paid time off and holidays.
• Flexible spending accounts and health savings accounts.
• Employee assistance programs.
• Training and development opportunities.
• Adoption assistance program.

This role is open to candidates legally authorized to work in the United States.

At LevelBlue, we support flexible work and bring people together in person for key moments based on role, team, and business needs.

LevelBlue is committed to a culture of respect, inclusion, and equal opportunity.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other status protected under applicable law.

To all agencies: Please do not contact LevelBlue employees outside of the Talent Acquisition team.

LevelBlue’s policy is to only accept resumes from agencies through its approved agency process and with a valid agreement in place.

Any resume submitted outside this process will be considered the property of LevelBlue, and no fee will be paid if a candidate is hired from such a submission.

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