# Senior Customer Success Manager - ILM

> Irth Solutions · United States (Remote) · — · Posted 2026-06-18

**Salary:** From USD 110,000

**Workplace:** remote

**Department:** Customer Success

## Description

Our Customer Success team provides focus and drives consistency in the execution of various customer success and retention-related matters within our install base. As a Sr. Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement, and help improve business processes to ensure overall customer success. 

Responsibilities 

-   Become a product expert, including the technical workings and practical business application. 

-   Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform. 

-   Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams. 

-   Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services. 

-   Keep customers informed of process and procedural changes. 

-   Manage the resolution of escalated customer issues. 

-   Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements. 

-   Travel expectations – 10% 

-   This position is open to candidates throughout the United States.

## Requirements

-   Demonstrated success managing customer relationships in a B2B SaaS company 

-   Demonstrated capability to identify and mitigate risk. 

-   3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience. 

-   Experience working across multiple internal teams to resolve customer issues quickly and effectively. 

-   Excellent communication skills (writing, listening, phone). 

-   A team player capable of high performance and flexibility working in a dynamic environment.

## Benefits

-   Join a dynamic, growing company that is well respected in its industry.  

-   Competitive salary 

-   Health plan options include medical, dental, & vision  

-   401k + company match   

-   Flexible PTO policy plus company-paid holidays   

-   Benefits include life insurance, pet insurance, discounts and perks programs 

-   Generous one-time “work from home” stipend to get you started 

-   Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings 

-   Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office

## Apply

[Apply at Irth Solutions](https://apply.workable.com/irth-solutions/j/425AFB5C75/apply)

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