Customer Service Manager

Job Summary

We’re looking for a proactive, customer-centric Customer Success Manager (CSM) to join our growing CSM team at Spur, a fast-paced SaaS cybersecurity company. In this role, you'll be the primary point of contact for customers post-sale, ensuring they achieve their goals using our platform. You will manage the entire customer lifecycle — from onboarding and adoption, through renewal and expansion. This a full-time, remote role.

You’ll work closely with Sales, Product, and Support to drive long-term customer satisfaction, engagement, and retention, while identifying opportunities for upsells and cross-sells that add value to both the customer and the company.

Key Responsibilities

• Customer Relationship Management: Build strong, trusted relationships with key stakeholders at customer organizations. Serve as the main point of contact for strategic customers.
• Onboarding & Enablement: Guide new customers through implementation and onboarding to ensure a smooth transition and fast time-to-value.
• Adoption & Value Realization: Drive product adoption and usage by aligning the Spur solution with the customer’s cybersecurity goals and needs.
• Renewals Management: Own and manage the renewal process for your portfolio of accounts, ensuring high renewal rates through ongoing value delivery.
• Expansion & Upsells: Identify opportunities for growth within accounts, including upsell and cross-sell opportunities.
• Customer Advocacy: Act as the voice of the customer internally, collaborating with Product and Engineering teams to prioritize feature requests and resolve pain points.
• Health Monitoring & Reporting: Monitor customer health and engagement metrics. Proactively manage risk and address churn indicators before they become issues.
• Customer Education: Assist in the delivery of training and best practices to help customers fully leverage the platform. Support webinars, QBRs, and success planning.

Key Qualifications

• 3–5+ years in a Customer Success, Account Management, or similar role within a B2B SaaS environment (cybersecurity experience preferred).
• Proven track record managing customer relationships, renewals, and upsell/expansion opportunities.
• Deep understanding of the SaaS customer lifecycle, with experience driving product adoption and customer outcomes.
• Excellent communication, presentation, and interpersonal skills.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Data-driven mindset with experience using CRM and customer success platforms.
• Knowledge of cybersecurity technologies.
• Strong problem-solving skills and a proactive approach to customer challenges.
• A fast-moving, collaborative, and supportive team environment.

Core Competencies

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access)
• Data entry and reporting
• Calendar and email management
• Project coordination
• Document and presentation design
• Customer and vendor communication

To apply for this position, please submit your resume to careers@spur.us.