Customer Success Manager (Remote)

About the role

Yembo is looking for a Customer Success Manager (IC2) to drive long-term value and growth for our most strategic accounts. In this role, you won’t just manage relationships, you’ll own them. As a trusted advisor, you’ll partner with our clients to deeply understand their business objectives, ensuring they get maximum value from Yembo and become lasting advocates for our product. You will directly impact our company’s success by boosting customer retention, satisfaction, and loyalty.

What you'll do

• Manage a complex portfolio of our largest, most strategic accounts. 
• Own the end-to-end customer lifecycle, from onboarding to renewal and expansion.
• Serve as a trusted advisor, understanding customer business goals to proactively identify opportunities for Yembo to deliver enhanced value.
• Directly influence key business outcomes such as Net Revenue Retention (NRR), customer satisfaction, and overall account health.
• Be the “voice of the customer” and conduct regular business reviews to help increase usage, adoption, and value realization.
• Act as the primary point of escalation for technical or business challenges, working cross-functionally with our Product, Sales, and Support teams to find solutions.
• Proactively identify inefficiencies and propose data-driven improvements to our existing playbooks and processes.
• Develop and deliver engaging enablement sessions and presentations for customers, both in-person and virtually (e.g., via Zoom), ensuring clear communication of product features, best practices, and value propositions.

Who we are looking for

• 3-5 years of experience in a customer-facing role, preferably within a SaaS company. Experience within the insurance or home services industry is a bonus.
• Ability to see beyond day-to-day tasks and contribute to team-level strategy and planning.
• You are a strategic problem-solver who enjoys navigating ambiguous and complex challenges to find clear solutions.
• Excellent verbal and written communication skills with the ability to articulate complex concepts clearly to a variety of audiences.
• Proficient with CRM software (e.g., HubSpot, Salesforce) and use it to manage customer interactions, monitor progress, and report on key metrics.
• Demonstrated success in delivering engaging presentations and business reviews, and facilitating effective enablement sessions for varied audiences, both in-person and virtually.

Salary: $75,000

Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
• Retirement Plan (We offer a 401k with 4% company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
• Parental Leave for both caregivers
• Annual Events & Meetups
• Work From Home (Fully Remote Team)
• Stock Option Plan
• Learning & Development Opportunities

If you don’t meet all the requirements but think you would be a great fit for our team, we’d still love to meet you and encourage you to apply!