Smart Church Solutions is hiring a
Remote Customer Success Manager

📍 Remote

👤 Role Type: Full-time

Customer Success Manager

About eSPACE

eSPACE is transforming how organizations manage their workspace and facilities through innovative technology solutions. We’re seeking a dynamic Customer Success Team Lead to ensure our clients maximize value from our platform and achieve their operational goals.

Role Overview

The Customer Success Manager (CSM) plays a dual role as both a strategic leader and hands-on contributor. This position is responsible for ensuring that customers achieve measurable stewardship and operational outcomes through effective adoption of eSPACE. The CSM will guide a team of Customer Success Associate (CSAs), foster cross-department collaboration, and directly manage high-value customer relationships. This role balances day-to-day customer engagement with leadership in process optimization, metrics tracking, and team development to drive retention, adoption, and expansion within Smart Church Solutions’ customer base. This role will be evaluated on a number of Key Performance Indicators including but not limited to Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for assigned book of business.

Key Responsibilities

Leadership & Strategy
- Lead, mentor, and support Customer Success Associate(s) (CSA), ensuring consistent execution of Customer Success playbooks and best practices.
- Partner with leadership to define, measure, and track Customer Success Objectives and Key Results (OKRs) related to Gross and Net Revenue Retention (GRR & NRR).
- Use customer health data, adoption metrics, and feedback to drive proactive outreach and continuous improvement initiatives.
- Align team activities with company mission, focusing on stewardship, efficiency, and customer satisfaction while following, enforcing and revising the defined Customer Success Framework.
Customer Engagement & Retention
- Serve as the primary point of contact for an assigned book of business—managing day-to-day relationships, ensuring satisfaction, and proactively engaging customers through calls, campaigns, and other outreach methods stretching beyond email or automation to drive connection and expansion
- Conduct onboarding check-ins, training follow-ups, and proactive success reviews to ensure customers achieve measurable outcomes.
- Serve as the strategic point of contact for key and at-risk accounts, ensuring strong relationships and measurable outcomes.
- Conduct proactive business reviews, success check-ins, and renewal conversations in coordination with Sales and Support.
- Ensure the customer journey milestones as defined in the customer success framework (onboarding to renewal) are met with measurable success metrics.
- Monitor usage and health scores in HubSpot, triggering proactive engagement when metrics indicate risk.
- Monitor account health scores and engagement metrics, taking action when risks are detected.
- Guide customers through renewal readiness, addressing needs and identifying opportunities for growth or expansion.
- Maintain detailed records of customer interactions, goals, and success plans in HubSpot.
Adoption & Expansion
- Partner with Product and Marketing to deliver adoption campaigns and “Feature Focus” initiatives for underutilized modules.
- Identify and communicate cross-sell and upsell opportunities based on customer needs and usage patterns.
- Champion customer feedback to improve product usability, training materials, and self-service resources.
Process & Team Development
- Optimize Customer Success workflows, playbooks, and automations using HubSpot and UserPilot.
- Build scalable systems to manage one-to-many communication (webinars, in-app engagement, automated health alerts).
- Track team and customer metrics, reporting progress to leadership on retention, adoption, and satisfaction goals.
- Coach team members on account management, communication, and renewal strategies.

Qualifications

3-5 years in Customer Success, Account Management, or Client Services in a SaaS environment.
2+ years of leadership experience (team lead, mentor, or manager).
Strong understanding of customer health metrics, retention strategy, and SaaS lifecycle management.
Excellent communication and relationship-building skills across all organizational levels.
Experience with CRM systems, preferably HubSpot.
Background in facilities management, church operations and workplace strategy.
Technical aptitude with the ability to understand the recommended strategic and technical solutions.

Compensation & Hours