Customer Success Manager

Customer Success Manager (Remote)Location: Remote (Serving Elk Rapids, MI)Company: Elk Rapids (elkrapids.org) Who We AreElk Rapids is a community-focused organization dedicated to delivering high-quality services and support to residents, partners, and stakeholders. As we continue to expand our digital and operational capabilities, we are committed to providing exceptional customer experience through a dedicated and professional Customer Success Team. What We Are Looking ForWe are seeking a proactive, organized, and relationship-driven Customer Success Manager to support our growing operations. The ideal candidate is skilled in communication, problem-solving, and client relationship management. This role is fully remote and requires someone who can work independently and ensure smooth interactions with internal and external partners. Why Work With Us100% remote positionCompetitive compensationSupportive and collaborative team environmentOpportunities for growth and long-term career developmentWork that impacts real communities and strengthens public service Job SummaryThe Customer Success Manager is responsible for building strong relationships, ensuring customer satisfaction, and making sure users have the tools, support, and resources necessary for success. This role includes onboarding, client support, performance tracking, and partnering with cross-functional teams to improve services. Key ResponsibilitiesServe as the primary relationship manager for assigned customersConduct onboarding sessions and provide ongoing client supportBuild and maintain strong relationships with key stakeholdersTrack customer progress, usage, and engagementMonitor customer satisfaction and identify improvement opportunitiesMaintain accurate notes, documentation, and client communication recordsCollaborate with Product, Support, and Leadership to resolve customer issuesGuide clients through best practices to ensure successful adoptionIdentify renewal, expansion, and upsell opportunities when applicableProvide clear, timely communication to both customers and internal teams Required Qualifications2–4 years of experience in Customer Success, Account Management, or related fieldExcellent written and verbal communication skillsStrong problem-solving and organizational abilitiesAbility to manage multiple accounts in a remote environmentExperience using CRM or customer support toolsReliable internet connection and ability to work independently Preferred QualificationsExperience supporting SaaS, education, technology, or public-sector clientsBackground in onboarding, client training, or technical supportAbility to analyze customer data and trends Salary Range$90,000 – $120,000 USD per year, depending on experience.