Customer Success Manager at BoomPop

, , United States -

Full Time

Start Date

Immediate

Expiry Date

18 Mar, 26

Salary

105000.0

Posted On

18 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Consultative Selling, Sales Acumen, Stakeholder Management, Onboarding, Implementation, Retention, Upselling, Cross-Selling, Communication, Relationship Building, HubSpot, Proactive Risk Management, Product Expertise, Organizational Skills

Industry

Software Development

Description

Mission: Essence of the Job We are seeking a high-impact Customer Success Manager who blends strategic account ownership, consultative selling, operational excellence, and long-term relationship management. This individual will serve as the primary post-sale contact for customers - responsible for onboarding, implementation, retention, identifying growth opportunities, stakeholder expansion, and ensuring measurable value across every phase of the customer lifecycle. This role requires sales acumen, strategic account navigation, and the ability to uncover business needs while driving increased adoption, expansion, and long-term customer satisfaction. Top 4 Priorities Year-over-Year account growth Ability to cross-sell into an account base. Expanded stakeholder relationships High retention and NRR Within 30 days: Ramp on BoomPop’s customers, ICP, tools, and CS workflows Review existing customer portfolios, contracts, renewals, and account history. Learn HubSpot workflows, lifecycle stages, health scoring, and reporting. Complete product training and shadow live customer onboarding and QBRs. Within 60 days: Take full ownership of a defined book of business. Lead onboarding and implementation for new accounts. Build account maps identifying champions, decision-makers, and influencers. Identify early upsell or cross-sell opportunities. Within 90 days: Maintain accurate HubSpot data, renewal forecasting, and reporting. Contribute to retention strategy and renewal forecasting. Expand relationships across departments and senior stakeholders. Competencies Customer Obsession. Puts the customer at the center of every decision, going above and beyond to understand their needs and deliver incredible experiences. Growth & Expansion. Identifies opportunities to deliver more value and grow the relationship. Builds trust that opens the door to upsell, cross-sell, or deeper product adoption. Product Expertise & Adoption. Understands the product inside and out, and helps customers get the most out of it. Connects product features to real customer outcomes. Proactive Risk Management. Keeps a pulse on customer health, flags issues early, and takes action before problems escalate. Knows how to turn risk into retention. Strategic Communication & Influence. Communicates clearly and confidently with all levels of stakeholders. Tailors messages to the audience and builds alignment through thoughtful influence. What you'll do Lead onboarding & implementation to ensure fast, successful customer adoption. Map accounts, identify key stakeholders, and multi-thread relationships. Own retention, renewals, and long-term customer satisfaction. Identify upsell and cross-sell opportunities; drive expansion revenue. Deliver proactive support, QBRs, and value-based recommendations. Collaborate with Product, Sales, and Marketing to champion customer needs. Track all activity, insights, and renewal details in HubSpot. Act as a strategic advisor who ensures customers achieve measurable outcomes. Qualifications 3–7 years in Customer Success, Account Management, or a hybrid SaaS role. Strong sales acumen: value pitching, negotiation, and expansion experience. Skilled at account mapping, stakeholder discovery, and relationship building. Excellent communicator with confidence engaging executives and teams. Highly coachable, proactive, organized, and comfortable working independently. Experience with HubSpot or similar CRM tools. Thrives in fast-paced, evolving environments. Experience with the events industry is a plus but not required. Application Instructions Please include the following with your application: Resume A short video (up to 3 minutes) answering: Who you are (Tell us about yourself!)? What interested you about the role? The best sales story you have! You may use Loom (free at loom.com) or record a video on your phone or computer, upload it to Google Drive, and share a viewable link. A simple, unedited video is perfect. Please note: Applications submitted without a video will not be considered. Accessibility note: If recording a video presents a barrier for any reason, please contact us and we’re happy to offer an alternative way to share your experience. Benefits & Perks Competitive salary + equity, with tons of room for career growth Company sponsored 401(k) Generous PTO Paid parental leave Flexibility to work from anywhere Amazing annual team-wide and department offsites World-class medical, vision, and dental plans with 100% employee contributions covered + 80% dependent contributions covered $50/month phone stipend Occasional Travel: Connecting is in our DNA, please note that we anticipate roughly 6-8 nights of travel per year for this role. Total Compensation Package; Including Benefits and Stock: Base: $70,000 - $105,000 a year; Depending on Experience and Qualifications Commission: $10,000 a year, depending on business and personal milestones achieved Medical, vision, dental, life: $10,000 - $16,000 a year; Depending on Individual or Family Plan Equity: Our vision is to take BoomPop to the moon 🚀 Please note that this is a fully-remote opportunity. We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. BoomPop is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local law. BoomPop considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance. For California-based applicants: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, BoomPop will consider for employment qualified applicants with arrest and conviction records. If you have any questions or if you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at talent@boompop.com.

Responsibilities

The Customer Success Manager will lead onboarding and implementation to ensure fast, successful customer adoption while owning retention, renewals, and long-term customer satisfaction. They will also identify upsell and cross-sell opportunities and drive expansion revenue.