Customer Success Manager
Function: Customer Success
Reports to: Manager, Customer Success
Reviewed: 08.2025
Position Summary:
As a Customer Success Manager, you will own a portfolio of customers, ensuring they achieve measurable success with our products and services while driving commercial outcomes for the business. You will be the primary point of contact for your accounts, building trusted relationships, understanding customer goals, and guiding them to maximize value. This role requires a commercially minded approach, including leading contract negotiations, managing renewals, identifying growth opportunities, and protecting revenue. You will balance advocacy for the customer with a focus on achieving mutual business results. In addition, this position is responsible for developing customer relationship management, as well as ensuring adoption and engagement with our platform for our SMB and Mid-Market customers.
This role is high volume of small and medium sized business clients. Candidates with enterprise level experience will not be suited for the role.
Key Responsibilities:
- Build and maintain strong, trusted relationships with customer stakeholders, including executive sponsors, to drive both customer satisfaction and commercial outcomes.
- Lead renewal and expansion conversations, including pricing and contractual negotiations, with a focus on delivering win–win agreements.
- Establish a trusted advisor relationship with customer stakeholders and executive sponsors to drive the value of our offerings.
- Understand customer business goals and objectives, aligning them with our platform’s capabilities to maximize ROI and deepen account value.
- Develop a deep understanding of the platform features and solutions to ensure customers are leveraging the platform’s functionality to its fullest potential.
- Monitor customer usage and engagement to identify optimization opportunities, expansion potential, and early signs of risk.
- Proactively engage with customers through regular check-ins, account reviews, and strategic planning sessions to ensure continued satisfaction and growth.
- Act as the customer’s voice internally, collaborating cross-functionally with sales, marketing, product, implementation, and support teams to address needs and unlock value.
- Conduct regular account reviews with customers to assess satisfaction, gather feedback, and identify areas for improvement.
- Collaborate with cross-functional teams, including sales, marketing, support, implementation and product development, to ensure customer needs are being met.
- Identify and develop upsell and cross-sell opportunities within existing accounts, coordinating with sales where appropriate.
- Drive adoption of platform features through customer education, training, and enablement programs.
- Manage renewal processes end-to-end, ensuring timely and successful contract execution.
- Support customer retention initiatives to minimize churn and protect recurring revenue.
Skills and Experience Needed:
- Bachelor’s degree in business, or a related field, preferred.
- 3–5 years in a customer-facing role within a technology solution provider (SaaS), with proven experience in account management, customer success, or similar roles.
- 3-5 years of demonstrated success in managing contract renewals, negotiations, and commercial discussions with customers.
- Strong business acumen, with the ability to understand and influence customer decision-making from both a strategic and financial perspective.
- Skilled at navigating complex conversations and securing agreements that balance customer needs and business objectives.
- Experience with cross-functional collaboration including Sales, Implementation, Support, Product/Development, and other internal teams.
- Excellent problem-solving and analytical skills, with a proactive approach to identifying and addressing issues.
- Ability to manage multiple accounts independently while prioritizing commercial goals.
- Proficiency with Microsoft Office, Salesforce, ChurnZero, or similar systems.
- Excellent verbal, written, presentation and project management skills.
Competencies:
Accountability
Adaptability
Applied Learning
Business Acumen
Collaboration
Customer Focus
Dealing w/Ambiguity
Decision Making
Driving for Results
Initiating Action
Planning & Organizing
Technical/Professional Knowledge/Skills
About the company:
Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.
Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.
OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities.
Benefits and Perks:
- Company provided equipment (laptop, software, etc.)
- Employment with a growing, casual, fun, philanthropic minded company
- Employer paid extended health benefits, including health spending account (CAN based employees)
- US Based Employees
- Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
- An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
- Medical Flexible Spending Accounts available.
- Dependent Care Flexible Spending Accounts available.
- Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
- Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
- 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
- Paid Time Off (PTO)/Holiday
- Unlimited PTO program each year.
- 11 paid holidays, and half day Fridays in the summer.
Diversity Statement - Culture of Togetherness:
At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.
OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. Passageways does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email [email protected].
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