Customer Success Manager (Pulse)

About the Opportunity: As a Pulse Customer Success Manager within the organization, you’ll manage a large book of SaaS customers using digital engagement, automation, and data-driven strategies. This role focuses on delivering value at scale — ensuring product adoption, driving retention, and uncovering growth opportunities — while maximizing efficiency and customer experience. You’ll partner closely with Customer Marketing, Product, and Operations to support thousands of users through lifecycle programs and tech-touch engagement.Key Responsibilities: • Account Management: Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth.• Product Knowledge: Stay abreast of product updates and features, providing customers with insights on leveraging these solutions to meet their unique needs.• Issue Resolution: Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution.• Feedback Collection: Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements.• Training and Education: Conduct 1:many sessions to empower customers to maximize the value of the products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…)• Retention & Expansion:• Collaborate with customers to maximize the value they derive from the products/services, ensuring that the solutions continue to meet and exceed their expectations over time. Devote efforts to ensuring high customer satisfaction and loyalty, developing strategies to minimize churn, and fostering long-term relationships with clients.• Identify and execute opportunities for account expansion, whether through upselling or cross-selling additional products or services, and providing customers with a comprehensive and integrated solution to meet their needs.Attributes for a Successful Candidate: • 3+ years of experience in Customer Success (CSM), successfully managing complex customer relationships in a B2B SaaS environment.• Proven experience in audit (internal or external), risk management, compliance, or GRC frameworks or tools, with a strong focus on addressing enterprise-level challenges and delivering meaningful customer outcomes (preferred)• 1+ years of hands-on experience with the organization’s modules, data load processes, and advanced configurations (a plus).• Exceptional communication, relationship-building, and problem-solving skills, with an ability to engage and influence stakeholders at all organizational levels.• Possess the ability to interface with C-level executives to drive program strategy and ROI.• Familiarity with customer success tools like Gainsight, Salesforce, or similar platforms (a plus).• Self-motivated and proactive, with the ability to work independently and manage ambiguity effectively.Our Company Values: • Customer obsession: Apply relentless focus on listening to and understanding customers as the core of everything that is done.• Win, together: Drive to be the best while supporting each other’s success.• Gritty resilience: Thrive in a fast-paced and dynamic environment, balancing immediate priorities with big-picture strategic goals.• Personal improvement: Stay eager to share insights, seek feedback, and continuously learn.• Constant innovation: Challenge the status quo and drive improvements.Perks • Launch a career at one of the fastest-growing SaaS companies in North America!• Live your best life (LYBL)! $200/mo for anything that enhances your life• Remote and hybrid work options, plus lunch in the Cerritos office• Comprehensive employee health coverage (all locations)• 401K with match (US) or pension with match (UK)• Competitive compensation & bonus program• Flexible Vacation (US exempt & CA) or 25 days (UK)• Time off for your birthday & volunteering• Employee resource groups• Opportunities for team and company-wide get-togethers!Perks may vary based on eligibility/locationPlease note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.The organization loves building strong partnerships, but please note that unsolicited resumes from agencies cannot be accepted. Any submissions without a signed agreement in place will not create a fee obligation.