Customer Success Manager

Customer Success Manager

About Northern Light

Northern Light provides the world's most sophisticated machine learning-powered competitive intelligence platform for market research. For over 25 years, we've been helping Fortune 1000 enterprises make smarter, faster, and more informed decisions through our award-winning SinglePoint knowledge management platform. Our clients include global leaders across technology, pharmaceuticals, telecommunications, and life sciences who depend on us to transform fragmented data into strategic clarity.

We're an employee-owned company that takes pride in our compulsive drive to provide exceptional client support. We wake up each day ready to tackle the challenges of knowledge management and we never stand still. Our recent innovations include generative AI capabilities, machine learning insights, and advanced competitive intelligence automation.

About our Customer Success Manager role:

Customer Success Managers (CSMs) at Northern Light are responsible for building and maintaining strong relationships with customers to ensure their ongoing satisfaction and success with Northern Light's products and services. The CSM works proactively to understand customer needs, facilitate product adoption, and identify opportunities for growth, contributing to the overall health, retention, and expansion of customer relationships.

You will build relationships and work closely with our customers' executives while also collaborating cross-functionally with Northern Light's products, sales, and marketing teams to ensure customer success strategies integrate seamlessly with broader company initiatives.

To scale impact, you will continuously optimize customer success processes to improve efficiency and business results. This role requires a strategic mindset, strong relationship management skills, and a results-driven approach to ensure customer growth and retention while fostering a customer-centric culture.

Responsibilities:

• Maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by driving renewals, identifying and developing expansion opportunities, and driving long-term customer success.
• Cultivate executive relationships, acting as a trusted advisor to accelerate value realization and business outcomes.
• Proactively mitigate churn risks, leveraging data-driven insights and strategic intervention plans.
• Enhance customer satisfaction (NPS) and engagement through value-driven business reviews, success planning, and goal alignment.
• Optimize the end-to-end customer journey, ensuring seamless onboarding, lifecycle management, and retention strategies.
• Lead renewal and pricing negotiations, ensuring optimal customer lifetime value and retention.
• Partner cross-functionally with sales, product, content, and customer success teams to enhance feature adoption and long-term customer success
• Develop and execute tailored success plans that drive long-term client growth, maximize retention, and expand strategic partnerships.
• Champion the customer voice internally, shaping product roadmap and corporate strategy by synthesizing client insights, market trends, and competitive intelligence.
• Dive customer advocacy by leading case studies, reference programs, and business reviews

Competencies and Qualifications:

• 5+ years of experience in customer success or account management within a B2B SaaS environment. In lieu of Bachelors, we will accept any suitable combination of education, training or experience.
• Expertise managing enterprise or high-value customer relationships
• Proven ability to drive retention, expansion revenue, and customer engagement through strategic planning and execution.
• Strong analytical mindset, with experience using Salesforce, JIRA, Confluence workflows, and customer success tools.
• Demonstrated ability to develop strong proficiency with enterprise Saas products and services
• Strong communication skills with the demonstrated ability to influence senior-level stakeholders.
• Ability to align cross-functional teams (product, marketing, sales, &support) to customer goals.
• Demonstrated enthusiasm and skills for improving customer success processes, driving automation, and implementing scalable best practices.
• Ability to travel overnight or multi-day US and International travel to customer locations and/or industry conferences

Supervisory responsibilities:

None

Work authorization requirements:

Must be authorized to work in the United States (unfortunately, we cannot sponsor visas).

What We Offer:

• Benefits package that includes medical, dental, vision, and 401(k).
• Holiday and Paid time off.
• Parental leave.
• Life and disability insurance.
• Remote flexibility and a supportive team culture.
• Opportunity to work with top global brands and cutting-edge AI solutions.

Location: Boston

Job Type: Full-Time

Northern Light Careers:
Working at Northern Light you will have the chance to work with cutting edge knowledge management technology applied to enterprises' market research and competitive intelligence needs, global Customers, and the greatest team of people ever assembled. The pace is fast. The environment is smart and fun. And the culture is fanatical about customer service.

Working at Northern Light:
Northern Light is based in Boston. Northern Light is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Northern Light is an E-Verify participant.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.