Customer Success Manager

Who We Are

Crash Plan® provides cyber‑ready data resilience and governance in a single platform for organizations whose ideas power their revenue. With comprehensive backup and recovery capabilities for data stored on servers, endpoint devices, and SaaS applications, Crash Plan's solutions are trusted by entrepreneurs, professionals, and businesses of all sizes worldwide. From ransomware recovery and breaches to migrations and legal holds, Crash Plan’s suite of products ensures the safety and compliance of your data without disruption.

We are seeking a Customer Success Manager to manage and grow relationships with a portfolio of customers, ensuring they achieve value from our product and have a positive, ongoing experience. This role focuses on driving adoption, customer satisfaction, and retention through proactive engagement and partnership. You will work closely with customers and internal teams to support onboarding, adoption, and day‑to‑day success, while escalating more complex or strategic issues as needed.

• Manage a portfolio of customers throughout the customer lifecycle
• Serve as the primary point of contact for assigned accounts
• Build trusted relationships with customer stakeholders

• Drive product adoption and value realization through proactive engagement
• Monitor customer health and usage; identify and address risks early
• Assist with renewals and identify potential expansion opportunities in partnership with sales

• Conduct regular check‑ins and value‑focused conversations with customers
• Help customers understand product capabilities and best practices
• Gather customer feedback and share insights with internal teams

• Partner with Support, Sales, and Product teams to resolve customer issues
• Coordinate escalations and ensure timely follow‑up and resolution
• Ensure smooth handoffs across the customer lifecycle

• Maintain accurate customer data, activity tracking, and notes in CRM and CS tools
• Follow established playbooks and success processes
• Continuously develop product and customer success knowledge

• Associate’s degree in Business Administration, Communications, Marketing, Information Systems, or a related field – or equivalent relevant experience
• 2+ years of experience in a DGR or SDR role, Customer Success, Account Management, or related customer-facing roles
• Proven experience managing multiple customers and priorities effectively
• Excellent relationship‑building skills with a customer‑focused mindset

• Strong communication skills
• Experience in a SaaS or technology environment
• Familiarity with CRM and customer success tools
• Experience working with data protection and data compliance solutions
• Experience working with B2B customers

NOTE – We are only considering remote candidates in the following states: AL, AZ, CA, CO, FL, GA, IL, MA, MD, MI, MN, NC, NJ, NY, OH, SC, TX, VA, WA, WI.

The total compensation for this position (on target earnings) is $100,000 – $125,000 per year. This position is eligible for a variable bonus plan based on assigned targets, in addition to a full range of benefits. Final compensation will be dependent on various factors relevant to the position and the candidate such as geographical location, candidate qualifications, certifications, relevant work experience, education, skillset, and other relevant business and organizational factors, consistent with applicable law.

This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Crash Plan values workplace diversity and ensuring an environment of mutual respect. Employment opportunities are available to all applicants without regard to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. We believe that diversity and inclusion are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

We are proud to be an equal opportunity employer.