Customer Success Manager

We are seeking a Customer Success Manager to join our team at Transfr! This is a unique opportunity to play a key role in scaling customer success operations while directly impacting customer adoption, retention, and long-term value realization.

The Customer Success Manager is responsible for managing a high-volume portfolio of 150+ customers, ensuring they successfully onboard, adopt, and maximize the value of the Transfr platform. This role is ideal for a highly organized, data-driven professional who thrives in a fast-paced environment and can deliver exceptional customer experiences at scale.

The ideal candidate brings a strong operational mindset and is comfortable leveraging automation, customer success tools, and a tech-touch approach to ensure customers understand the ongoing value while maintaining a high standard of health across a large book of business. They are proactive, analytical, and passionate about driving customer health, engagement, and outcomes across a large book of business.

Location: The expected territory for this role is the East Coast region, covering approximately 25 states. Therefore, we will only consider candidates based within this region. The ideal candidate is located in the Eastern Time Zone.

The base salary range for this position is $85,000 - $90,000. This role is eligible to participate in the company’s bonus and equity program. Actual compensation may vary based on factors including experience, skills, education, location, and internal equity considerations.

Day to Day Responsibilities:

Portfolio Management: Manage a book of business exceeding 150 accounts by utilizing internal tools and automated workflows to provide consistent and high-quality support across the entire customer lifecycle.

Efficient Onboarding & Adoption: Leverage provided resources, playbooks, and technology to rapidly move customers from signature to "First Value," to ensure a streamlined onboarding experience that sets the foundation for long-term utilization.

Digital Engagement Strategy: Execute "one-to-many" communication strategies, such as office hours, automated email campaigns, and digital value reviews to drive engagement and adoption without sacrificing personalized quality.

Cross-Functional Collaboration: Partner closely with Account Management (AM) to hand off renewal-ready accounts and collaborate with Support and Product teams to resolve common technical hurdles at scale.

Operational Excellence: Maintain rigorous documentation and activity logging within the CSRM/CRM to ensure leadership visibility into the health and trends of the high-volume segment.

Minimum Qualifications:

3+ years of experience in Customer Success or Account Management, including 1 + year managing high-volume portfolios (100+ accounts)

Experience using Customer Success automation platforms such as ClientSuccess, Gainsight, ChurnZero, or similar tools

Strong written and verbal communication skills

Experience onboarding customers

Proven ability to build and maintain strong customer relationships

Willingness and ability to travel periodically to customer and partner sites (approximately 25% travel)

Nice to Have:

Experience supporting and presenting Quarterly Business Reviews (QBRs)

Experience partnering closely with renewals or account expansion teams

Why Join Us:

Here at Transfr we are creating an engaging and interactive learning experience that help people gain real-world skills and unlock new career opportunities. We’re on a mission to make learning more intuitive, empowering, and fun and we are looking for people who are excited to help others grow, succeed, and thrive.

If you’re excited about blending creativity, technology, and meaningful impact, you’ll feel right at home here. Join us in building pathways to prosperity by creating immersive training simulations that prepare people for well-paying, in-demand careers and help make opportunity more accessible for everyone.

Benefits:

Medical, dental, and vision insurance

Annual professional development budget for each employee

401(k) savings plan

Life, AD&D, and disability insurance coverage

Company-provided laptop and other necessary equipment

Paid time off (PTO) to support work-life balance

Paid company holidays

Company-paid parental leave

Flexible work arrangements in a remote-first environment with employees across the U.S.