Customer Success Manager

Job Description Externi is seeking a Customer Success Manager (CSM) who is obsessed with helping our customers succeed. This fully remote role is focused on driving deep adoption of our product across both schools and clinics, helping clients achieve measurable growth in student and patient impact. The ideal candidate brings urgency, ownership, and a strategic mindset to customer success, treating every customer journey as a mission to deliver long-term value. This role will be hands-on and cross-functional, with the potential to grow into a sales-focused or product-focused position over time. Responsibilities:

• Act as the primary point of contact for schools and clinics, driving adoption and long-term success.
• Create structured onboarding workflows and customer adoption timelines tailored to client needs.
• Proactively identify and resolve obstacles to usage and growth.
• Develop deep relationships with stakeholders to understand their goals, ensuring the product is used to its fullest potential.
• Collaborate with product, sales, and marketing teams to align on customer goals and feedback.
• Monitor customer health and engagement, intervening early when risks or opportunities arise.
• Take full ownership of customer expansion and growth, seeking to add more students, users, or clinics.
• Drive usage metrics and build scalable playbooks for future CSMs.

Requirements:

• 3+ years of experience in Customer Success or Account Management, ideally with B2B SaaS companies.
• Proven ability to drive customer adoption and revenue expansion through relationship-building and strategic planning.
• Experience working with educational institutions and/or healthcare organizations is highly preferred.
• Strong organizational skills and the ability to create onboarding and engagement workflows from scratch.
• Highly proactive and resourceful with a deep sense of urgency and customer ownership.
• Excellent communication, project management, and cross-functional collaboration skills.
• Comfortable working independently in a fast-paced, fully remote startup environment.
• Willingness to grow into sales responsibilities over time.