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