Note: The job is a remote job and is open to candidates in USA. CIMcloud is a rapidly growing software development company that provides a cloud-based CRM and B2B e-commerce platform. They are seeking a Junior Customer Success Manager to support customer satisfaction and retention efforts while managing a smaller book of business and assisting senior CSMs in various customer engagement activities.
Responsibilities
- Support senior CSMs in the management of key accounts by preparing for meetings, compiling insights, and assisting with follow-up actions
- Maintain strong relationships with an assigned book of smaller or lower-complexity accounts
- Conduct check-ins and touchpoints with customers to support their ongoing success and gather feedback
- Monitor and respond to customer inquiries, coordinating with internal teams as needed
- Monitor overall health of customer projects being delivered by our Services Delivery team to support healthy CSAT scores
- Surface common themes, feature requests, or pain points to senior CSMs and internal stakeholders
- Document customer feedback and contribute to internal knowledge sharing for continuous improvement
- Assist in the creation and delivery of onboarding, training, and enablement resources
- Help customers adopt platform features by providing support materials and guidance
- Assist in tracking customer adoption and usage trends
- Triage and log customer issues and ensure they are routed to the appropriate internal teams
- Follow up on resolution status and maintain communication with customers when needed
- Support escalation efforts led by senior CSMs
- Maintain accurate customer records
- Assist in compiling customer success metrics and health indicators
- Support reporting efforts related to NPS, CSAT, and adoption benchmarks
- Monitor customer signals and usage patterns that may indicate growth opportunities
- Queue up leads and opportunities for the Account Management team to pursue
- Assist in preparing context and documentation for internal AM handoffs
Skills
- 1–2 years of experience in Customer Success, Client Services, or a related customer-facing role in a SaaS or B2B environment
- Strong communication and interpersonal skills
- Customer-focused mindset with a desire to learn and grow in the Customer Success field
- Basic understanding of customer success principles and SaaS business models
- Organized and detail-oriented with strong time management skills
- A proactive mindset with a desire to learn and grow
- Comfort with technology and tools (CRMs, spreadsheets, dashboards)
- A genuine interest in solving problems and helping customers succeed
- SaaS: 2 years (Required)
- B2B sales: 2 years (Required)
- Exposure to the CIMcloud platform or similar B2B eCommerce systems
- Experience supporting onboarding or customer training initiatives
- Experience with tools like HubSpot
- Interest in account growth and lifecycle management
- Enthusiasm for cross-functional teamwork and continuous learning
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Company Overview
CIMcloud is a software application that offers ERP solutions for business and customer interaction management to track business performance. It was founded in 1999, and is headquartered in Greenville, South Carolina, USA, with a workforce of 51-200 employees. Its website is https://cimcloud.com.
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