Customer Success Manager

About Us

SPOTIO was founded in 2014 and is a privately held company based in Addison, Texas. We are recognized as a leading field sales engagement platform that helps thousands of sales professionals worldwide increase activity, grow their pipelines, provide visibility, and achieve sales goals. We are ranked #1 on G2 reviews and named one of Dallas‑Fort Worth's Best Places to Work by the Dallas Business Journal in 2025 and six times overall.

The primary purpose of the Customer Success Manager role at SPOTIO is to ensure customers are achieving their desired outcomes and helping them derive value from the platform. The Customer Success Manager’s responsibilities include understanding customer pain points, providing them with the appropriate solutions, assisting with technical support and training, and guiding them in maximizing the software’s utilization based on the customer’s business needs.

By focusing on customer satisfaction and education, the role contributes to customer retention and the continued usage of SPOTIO’s services.

• Maintain a 98% customer retention rate.
• Proactively manage at‑risk accounts to mitigate early‑term and non‑renewal churn.
• Leverage hard questions regularly to keep accurate status and sentiment for the account base.
• Identify key churn indicators and take preemptive action.
• Execute the internal renewal process.
• Identify upsell/expansion opportunities and manage key expansion indicators.
• Manage appropriate cadence call expectations and executive business review expectations.
• Maintain a regular executive business review schedule attended by customer decision makers.
• Manage and engage at‑risk customers; review core features for value drivers and non‑use.
• Use adoption information for customer syncs and complete regular account health checks.
• Lead trainings for all customer role types as needed.
• Maintain task management and note keeping on all customer accounts and playbooks; maintain data integrity for Catalyst on all customer reporting fields.

• 3+ years of experience in customer success, account management, or a related field.
• Bachelor’s degree in business administration, marketing, communication, or a related field.
• Excellent communication skills, both verbal and written, with the ability to articulate complex ideas clearly and concisely.
• Demonstrated ability to understand customer needs and develop creative solutions to address them.
• Strong analytical skills with experience in data analysis and interpretation.
• Ability to thrive in a fast‑paced environment and adapt to changing priorities.
• Live Dallas, Texas to commute to the office and commit to hybrid work on Tuesday and Wednesday.

• Proficiency in CRM software (e.g., Salesforce, Catalyst) and other comparable tools for managing customer relationships and analyzing data.
• Strong leadership skills with experience managing teams or leading cross‑functional initiatives.
• Deep understanding of the field sales landscape, including competitors, market trends, and customer challenges.
• Certifications in customer success, project management, or related fields.

• Medical, Dental, Vision Insurance.
• Health Spending Account (HSA) and Flexible Spending Account (FSA).
• Voluntary benefits (pet insurance, legal, accident).
• 401(k) with 3% company match.
• 8 paid holidays and 3 weeks of paid vacation (PTO) + sick.
• $750 Learning and Development Reimbursement.
• 24/7 EAP – Free Professional Counseling Services.
• Access to Health Advocate and SPOTIO Work Environment.
• Hybrid work: office twice a week on Tuesdays and Wednesdays; occasional targeted travel less than 25%.
• SPOTIO values:
  Solve For the Customer;
  Play to Win;
  Make It Great;
  We Know Where We Stand;
  Relationships Matter.

SPOTIO is firmly committed to the principle of equal employment opportunity. SPOTIO offers employment opportunities without regard to race, color, sex, age, religion, national origin, disability, U.S. military, or other prohibited bases of discrimination. All aspects of the employment relationship (including recruiting, hiring, training, working conditions, compensation, promotion, discipline, and termination) are subject to this policy. Candidates must pass a pre‑employment background check and drug screen.