Customer Success Manager (Level 1) - Casebook PBC

About Us: At Casebook PBC, our software enhances people’s lives. Committed to fostering community well-being, we deliver adaptive, research-based, and practice-driven technology. Designed to empower those who help others, our innovative SaaS solutions improve outcomes in human services. Continually evolving the Casebook Platform, we aim to reach more agencies, driving industry-wide innovation and excellence. As a mission-driven company, joining us means making that mission a reality.

The Customer Experience Team:

You’ll join us as a member of the Customer Experience team at Casebook which includes Support, Success (Onboarding, Adoption, Retention & Expansion), Education & Engagement, and Operations.  You will report directly to the Success team manager.  Our team is all remote and yet very tight knit.  You’ll be a great fit if you are a person who is curious and loves to constantly learn new things, passionate about technology and a do-it-yourselfer that is comfortable with learning new systems and new ways to do things very regularly.  You’re engaging - you can communicate clearly about business problems, process issues and technical considerations, helping your customers to keep the big picture in mind as they consider what features to adopt.  You’re detail oriented - you’re well organized and able to track what’s going on with your 20 ongoing onboarding projects in addition to your 40-80 existing customers.  You love to analyze customer data so that you can guide and advise your customers toward the value they seek.  You are passionate about social change because that’s why we’re all here.  And, equally importantly, you like to have fun!

Job Title: Customer Success Manager

Salary Range: $60-70K

Job Summary

The CSM is a strategic advisor to our clients.  Part project manager, part configuration specialist or product expert, and part business advisor. You will serve as the lead advisor to customers and will actively listen, ask great questions to understand their business challenges and share best practices to direct their use of the platform. 

After onboarding completion, you will review client usage and develop an engagement strategy to boost adoption, measure our customers’ impact, and achieve high retention and expansion rates.  At Casebook, the CSM will stay connected with the customer throughout the remainder of their journey with us, part concierge, part Account Manager.   CSMs do carry a portfolio of customer accounts and receive variable bonuses for expansion and retention of their portfolio.

During the course of a week, you may be: 

• Leading onboarding meetings with new customers – you’ll develop an understanding of their business processes, discover the pain points leading them to select Casebook and introduce them to new, smarter ways for everyday workflows using our software
• Guiding and managing customer completion of product configuration, user setup, technical integrations, reporting, and user adoption activities
• Evaluating a customer’s business and data requirements, current tech stack, and business objectives in order to propose new uses of our platform and help our customers evolve their usage as they grow
• Conducting calls with senior customer decision maker(s) to maintain relationship and communication 
• taking part in the constant improvement of our customer journey, and giving feedback about our onboarding processes to drive efficiency and improvement of our operations further
• Documenting your work using Custify, Hubspot, Gong, to track each customer’s journey and relevant notes to enable transparency and collaboration with others teams
• Assessing the business value being delivered and acknowledged by the client for use in renewals and business growth discussions by regular check-ins, Business Reviews, and 
• Building and recruiting customer advocates who will promote Casebook side by side with us to their networks, professional groups and media
• Using data to monitor adoption and improve health scores
• Effectively representing your customers in driving product development for new platform capabilities
• Working effectively with teams across Casebook on customer feedback, issues and requests, such as tracking feature requests and providing feedback to the product team

Responsibilities:

• Manage Customer Onboarding efforts for assigned customers
  • Interact with customers via email and video calls to introduce them to the onboarding process 
  • Schedule and run meetings 
  • Describe how other customers achieve success with Casebook and assist customers with prioritizing features to configure and launch
  • Demonstrate & promote the software live in 1:1 meetings, training workshops and other settings 
  • Perform software configuration, as needed
  • Identify needs for professional services, as needed
  • Use CRM and other tools to track and share client-related information
• Track Adoption & Health
  • Provide guidance and support to customer’s implementation efforts
  • Track end user adoption and engage with customer to troubleshoot if needed 
  • Share customer feedback with supporting teams for effective product planning
  • Analyze health and usage data constantly to devise strategies to improve health, and value to meet retention and expansion targets
• Measure Customer Outcomes & Build Advocates
  • Maintain high NPS and CSAT response rates for your accounts
  • Understand and track customer business goals and help them to measure ROI and value
  • Establish trusting relationships with customers, ensuring confidence in our ability to troubleshoot and help develop their best practices
  • Promote our awesome customers by identifying advocates for case studies, references, speaking engagements, press and more!
• Manage an Account Portfolio with targets for expansion and retention 
  • Based on your segment, keep in touch virtually and in meetings with customers
  • Attend periodic on-site visit with your customers
  • Prepare and run business review meetings to capture customer feedback and identify value creation opportunities
  • Flag escalation scenarios with your customer portfolio and work with the CX management team to triage those scenarios and reduce churn
  • Your success in these areas will be displayed in increased Customer Lifetime Value, Net Revenue Retention and Customer Satisfaction for your customers

Qualifications

• Experience demonstrating software or technology to users of varying tech empathy
• Demonstrated ability to rapidly learn, apply and train new technology - our processes and tools continue to evolve, so this role must be at the forefront of adoption 
• Obsessed with creating amazing customer experiences
• Excellent communication and presentation skills 
• Highly skilled at asking questions and providing guidance and recommendations related to business operations, technology & reporting
• Ability to effectively influence, communicate and negotiate a purchase, as you will be managing renewals and expansions
• Experience managing multiple customer engagements with diverse stakeholders across different locations to a successful and timely outcome
• Previous experience with CRM platforms, usage analytics and ticketing systems
• 4+years working in SaaS software — in support, onboarding, services or project management
• Demonstrated success working in a fast-paced, rapidly changing environment

• Demonstrated ability to pay close attention to all the small particulars when working on a task or project

• Analytical and process-oriented mindset

• Proven experience analyzing tradeoffs between customer needs and resource and technical constraints

Join the Movement

At Casebook PBC, we're more than just a software company—we're changemakers. If you're ready to impact lives, nurture relationships, and lead the charge in engagement marketing, we want to hear from you. Join us in empowering communities and shaping the future of human services. Your journey starts here.

Casebook PBC is also an equal opportunity employer. At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve. Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor. 

Location: Remote

Salary Range: $60,000 - $70,000

Culture and Benefits Summary:  Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438