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