Customer Success Manager

Overview

Savance is a fast-paced, dynamic and challenging software development company located in Commerce, MI. Savance Workplace is a collaborative environment focused on creating and supporting great software. This role is a foundational Customer Success position within a small, fast-growing, startup-like SaaS company. You will shape how Customer Success operates, partnering with Sales and leadership, and help lay the groundwork for a scalable CS organization as the company grows.

You will act as a trusted advisor to customers and resellers, owning both the relationship and the commercial success of your accounts. This role requires comfort with revenue conversations, executive-level engagement, and full ownership of renewals and expansion strategy. You will manage a diverse portfolio of 1,000+ organizations, including large, complex, global enterprises. Performance will be measured by renewal rates, expansion revenue, customer satisfaction, product adoption, and long-term customer loyalty.

• Post Sale Lifecycle Maintenance
  • Own the full customer lifecycle post-sale, including onboarding support, account development, renewal strategy, and expansion planning.
  • Serve as the primary point of accountability for customer outcomes and revenue retention.
• Renewals & Retention
  • Own the end-to-end renewal process, including early risk identification, value reinforcement, executive alignment, pricing discussions, and on-time renewal execution.
  • Proactively mitigate churn by identifying adoption gaps and customer risks well in advance.
• Expansion & Upsells
  • Proactively identify, position, and drive upsell and expansion opportunities by uncovering new use cases, additional departments, and evolving customer needs.
  • Lead value-based conversations that tie Savance Workplace solutions to measurable business outcomes.
  • Partner with Sales as needed while maintaining ownership of overall account growth strategy.
• Drive Customer Value
  • Understand customer pain points across multiple departments and map Savance Workplace solutions to real business outcomes.
  • Ensure customers are fully adopting and realizing value from the platform through usage analysis, strategic touch points, and ongoing engagement.
• Strategic Account Management
  • Build and maintain strong relationships with key stakeholders, decision-makers, and executive sponsors.
  • Conduct regular account reviews, success planning, and performance/usage reporting.
  • Act as the internal voice of the customer, advocating for product, process, and prioritization improvements.
• Forecasting & Revenue Accountability
  • Accurately forecast renewals and expansion opportunities within Hub Spot.
  • Own and consistently meet or exceed renewal and expansion revenue targets.
  • Use customer health, usage data, and engagement metrics to guide retention and growth strategies.
• Foundational Team Building
  • Help define and refine Customer Success processes, playbooks, and best practices.
  • Collaborate closely with Sales, Support, and Leadership as Savance builds out its Customer Success function.
  • Contribute to the long-term vision of scaling the Customer Success department within the Sales organization.

• 4+ years of experience in Customer Success, Account Management, or a revenue-adjacent client-facing role.
• Proven success owning renewals, upsells, and customer retention in a SaaS environment.
• Experience managing a large and diverse portfolio of customers.
• Comfort leading executive-level conversations around value, ROI, renewals, and expansion.
• Strong commercial instincts with the ability to balance customer advocacy and revenue responsibility.
• Experience working with complex, configurable, or technical software solutions.
• Exceptional written, verbal, and presentation skills.
• Strong organizational and analytical skills with consistent follow-through.
• Experience working cross-functionally with Sales, Engineering, and Support.
• Hands-on experience with CRM tools, with Hub Spot experience strongly preferred, as well as familiarity with Asana, G-Suite, and Microsoft Office.
• Ability to work independently with minimal supervision in a fast-paced, evolving environment.

• Experience working with channel partners, integrators, or resellers
• Prior experience in the security or workplace technology industry
• Experience onboarding and training customers on highly configurable SaaS platforms

• Competitive base salary plus commission
• Performance-based bonuses
• 2 weeks of paid time off, increasing with tenure
• 8-10 paid holidays a year
• 401k with company matching
• Health, dental, and vision insurance
• Flexible working schedule
• Remote, work from home position

Main Office

Location:

2655

E. Oakley Park Rd. Ste 210, Commerce Township, MI 48390