Customer Success Manager — Job Description

Who We Are

STEAMe is a workforce technology company turning fragmented systems into engines of economic advancement. Our roots in NowPow, a nationally recognized social care referral platform that connected 13 million people to vital care services, taught us how to deliver multi-sided platforms that power complex ecosystems. We channel that expertise into STEAMe, with purpose-built workforce solutions that close data and process gaps, connect stakeholders, and accelerate job placement and prosperity at scale.

The Role

We're hiring an experienced Customer Success Manager to help build and shape our growing Customer Success function. You won't inherit a polished playbook. You'll help create it.

This role is all about adoption, time to value, and measurable impact. You'll help build strong customer relationships that support customers to see results quickly, then find new ways to get more from STEAMe. You'll learn how their programs, processes, and reporting work and translate those needs into configurations and workflows that deliver value.

You'll be the product expert in the room, introducing new capabilities, demonstrating how they solve real challenges, and inspiring customers to embrace new ways of working. From highly technical teams to first-time software users, you'll meet customers where they are.

You'll partner with Implementation, Product Support, and Product/Engineering to ensure a seamless customer experience and bring customer insights into our roadmap. You'll also lead Quarterly Business Reviews and support renewals and expansion by deepening adoption and growing use cases.

If you're comfortable in ambiguity, a pro at solving problems, and energized by helping customers move from "we're using it" to "we're creating impact with it," this role is for you.

What You'll Own

Drive adoption and time to value

• Own post-launch customer relationships, from success planning through adoption, retention, and growth
• Set clear success milestones with each customer and get them to first value quickly
• Monitor usage trends and customer health; step in early when adoption dips
• Capture customer feedback and advocate for it with Product/Engineering

Translate workflows into STEAMe

• Learn each customer's processes, programs, and data flows in depth
• Map those workflows to STEAMe features and configurations, and recommend better ways of working
• Spot where customers are under-using the platform and show them how to get more value from it

Educate and persuade

• Be the go-to product expert for your accounts
• Lead rollout of new features, products, and functionality, tying each one to the customer's own use cases
• Own ongoing training post-launch, including refreshers, new-user onboarding, and sessions tailored to different tech comfort levels
• Build the case for change with customer leaders and frontline users alike

Run Quarterly Business Reviews

• Plan and lead QBRs that show progress against goals, usage, and outcomes
• Use QBRs to align on priorities, surface risks, and agree on next steps for adoption and expansion

Grow and retain accounts

• Identify new use cases and expansion opportunities as you deepen utilization
• Support renewals by keeping value visible and relationships strong
• Track success metrics such as health scores, engagement, milestones, and renewal signals

Who You Are

• Persuasive and relationship-driven. You build trust with customer leaders and frontline staff, and you can move people toward new ways of working.
• Comfortable in ambiguity. You thrive in evolving environments, think creatively about new customer needs and use cases, and confidently navigate unfamiliar workflows and challenges as they arise.
• A clear, strategic problem solver. You break messy situations into clear next steps and know which problems matter most, and identify red flags before they become roadblocks.
• Tech-savvy and a quick study. You understand software and like digging into how a product works. You are motivated to become a true subject matter expert.
• A workflow translator. You can listen to how a team operates and see how technology can support or improve it.
• A trusted guide. You explain complex tools simply and adjust your approach for technical and non-technical users alike.
• Data-comfortable. You use usage data and outcomes to spot risk, show value, and guide conversations.
• Collaborative and service-minded. You work well across teams and care about the customer experience.

What You Bring

• 2–4 years in customer success, implementation, account management, or another customer-facing SaaS role
• Experience in an early-stage or first-hire customer success role, ideally at a startup or B2B SaaS company
• Deep software implementation experience, such as implementation consultant, solutions engineer, onboarding specialist, or a similar role where you configured software around customer workflows

• Experience planning and leading Quarterly Business Reviews or executive check-ins
• Experience training users with a wide range of tech comfort
• Familiarity with CRMs or customer success tools
• Background in social impact, workforce development, education, or government, a plus

Environmental Job Requirements & Working Conditions 

• Based in Chicago, IL 
• Hybrid work environment — 3 days remote, 2 days in-office 
• Up to 20% travel for client and partner engagements
• The pay range for this role is: $85,000 - $90,000. This salary range represents our target hiring range. Final compensation will be determined based on a variety of factors, including experience, skill set, and alignment to the role’s scope and level. 

Diversity and Inclusion 

STEAMe is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer.

AI notice

STEAMe may use AI tools to support our hiring process, including organizing applications, taking interview notes, and scheduling interviews. Every application is reviewed by a person, and all hiring decisions are made by people, not AI. We are committed to fair, nondiscriminatory hiring practices.

Questions or need a reasonable accommodation? Contact STEAMe HR at [email protected].