Customer Success Manager

About New Level Work At New Level Work, our vision is that everyone should thrive at work and reach their highest potential. We provide a fully virtual leadership development platform that blends one-on-one coaching, group training, and Leora, our AI Leadership Growth Companion. Our mission is to help companies scale world-class leadership development to all managers, regardless of level or location, and drive meaningful day-to-day performance and innovation. About the Role The Customer Success Manager (CSM) plays a pivotal role in fostering long-term, successful relationships with our clients. You'll guide a portfolio of customers throughout their journey with New Level Work, from onboarding through renewal and expansion. As a trusted advisor and strategic partner, you’ll ensure customers realize value from our offerings and help them grow their impact across their organizations. This role reports to the Vice President of Customer Success. Key Responsibilities In our fast-growing and evolving environment, adaptability and a proactive mindset are key. As a CSM, you will: Build and maintain strong, trusted relationships with a portfolio of customers Establish and track success metrics, milestones, and engagement goals Lead onboarding efforts, ensuring a smooth and effective program launch Provide ongoing support, product education, and guidance to customers Identify opportunities to deepen engagement and expand program adoption Act as the voice of the customer internallysharing feedback, needs, and insights Manage regular check-ins via email and meetings to track progress and ensure satisfaction Promote renewals by demonstrating ROI and strategic alignment Collaborate with cross-functional teams to continually improve the customer experience Develop training materials and knowledge resources for customer enablement Optimize internal customer success processes and contribute to team-wide initiatives Qualifications We’re looking for an experienced, empathetic, and results-driven CSM with: 3-5 years in a customer success or client-facing role, preferably professional services, or learning & development Proven track record of building strong relationships and promoting customer value Strong written and verbal communication skills with executive presence Highly organized with excellent follow-through and attention to detail Strategic mindset with the ability to identify growth opportunities and solve problems creatively Comfortable with datacan analyze trends, usage, and feedback to drive improvements Ability to thrive in a dynamic, fast-paced, and mission-driven environment Familiarity with tools like Hubspot, Google Workspace, and virtual collaboration platforms Background in leadership development, coaching, or learning & development (preferred) Additional Details Fluency in English required 100% remote position