Customer Success Manager

2 weeks ago

Durham, NC, United States GrowPath Full time

We're looking for an early-career Customer Success Manager who is highly organized, an excellent communicator, and eager to learn and grow within a fast-moving SaaS environment. This role is ideal for someone who wants to develop a strong foundation in Customer Success while gaining exposure to support operations, account management, billing, and internal process development.

You'll work closely with our Customer Success, Support, and Operations teams to ensure customers have a smooth, positive experience while also helping us scale our internal documentation and customer resources.

What You'll Do

Customer Support & Issue Resolution (30-40%)

  • Assist with intake, triage, and responses to Support tickets.
  • Troubleshoot customer questions and escalate issues appropriately.
  • Track, follow up, and ensure timely resolution of open tickets.
Account Management (30-40%)
  • Maintain regular communication with assigned accounts to ensure satisfaction and product adoption.
  • Conduct check-ins to gather feedback and identify opportunities for improvement.
  • Monitor customer usage and proactively surface risks or upsell opportunities to senior team members.
Billing & Operations (10-20%)
  • Support monthly billing and invoicing processes.
  • Assist with reviewing account contracts, subscription details, and usage data to ensure accuracy.
Internal Documentation & Process Development (10-20%)
  • Help build and maintain internal SOPs and Customer Success playbooks.
  • Contribute to customer-facing documentation such as Knowledge Base articles.
  • Support the rollout of new processes, tools, and best practices.
What We're Looking For
  • 1-3 years of experience in Customer Success, Support, account management, operations, or another customer-facing role.
  • Strong communication skills - clear, personable, and able to explain concepts simply.
  • Excellent organization and follow-through - able to track tasks, manage priorities, and stay on top of details.
  • Curiosity and a growth mindset - excited to learn new systems, processes, and product features.
  • Comfortable working cross-functionally with Support, Product, and Operations teams.
  • Ability to adapt in a fast-paced environment and take ownership of responsibilities.
Nice-to-Have Skills
  • Experience with Pendo, HubSpot, or QuickBooks (not required; we will train).
  • Interest or experience in the legal industry, law firm operations, or legal tech.
  • Exposure to SaaS tools, customer onboarding, or knowledge base/documentation work.
Why You'll Love Working Here
  • Opportunity to grow quickly and shape your career in Customer Success.
  • Hands-on experience across Support, CS, Billing, and Process Development.
  • Collaborative, supportive team that invests in your development.
  • Chance to make a direct impact as we scale our operations and customer resources.

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