Customer Success Manager

• Start Date: Immediate
• Location: On-Site, 5000 23rd Ave N, Plymouth, MN 55447
• Compensation: $65,000 - $80,000 + Equity

Overview

• For over 45 years, CSI has been a trusted leader in testing and certifying controlled environments.
• Originally focused on Minneapolis, we now serve the entire Midwest and New England, working
• with over 600 clients in the medical device, pharmaceutical, and academic sectors.
• In 2023, CSI became part of SSA, a fast-growing, founder and employee-owned scientific services
• company that provides testing, inspection, calibration, and filtration products to over 4,000
• customers nationwide. SSA is revolutionizing the way scientists navigate regulatory services—and
• we were recently named to Inc. Magazine's 2024 list of the 5,000 fastest-growing private
• companies.
• The Opportunity: Customer Success Manager
• We’re looking for a self-motivated, driven, strategic-minded, and client-obsessed CSM to drive
• customer satisfaction, retention, and revenue growth. In this role, you will be a key player in
• ensuring customers experience seamless onboarding, proactive support, and long-term value from
• our services.
• This role will initially report to the Operations Manager and work closely with our COO, VP of
• Sales, and Field Operations teams to build and execute a customer-centric strategy. You will have
• the opportunity to shape and refine our customer engagement playbook, helping us scale
• personalized, high-touch support while ensuring operational efficiency. As a key advocate for our
• customers, you’ll also provide valuable insights that influence process improvements, service
• offerings, and overall business strategy.

How You Will Make an Impact

• Own Customer Relationships: You will be the primary point of contact for our
• customers, ensuring the value of our services are maximized.
• Drive Renewals & Growth: Proactively manage client relationships to reduce churn and
• identify upsell/cross-sell opportunities.
• Seamless Onboarding: Ensure a smooth transition from sales, coordinate field service deployments, and guide new customers through their first engagements.
• Data-Driven Decisions: Leverage customer data and trends to drive retention strategies and continuously improve customer experience.
• Regular Touchpoints: Conduct proactive check-ins, troubleshoot issues, and anticipate customer needs.
• Refine & Scale Customer Engagement: Help build best practices, playbooks, and automation strategies to ensure a world-class customer journey.

Outcomes // KPIs

• Customer Retention & Revenue Preservation: Build strong relationships to ensure long term satisfaction and minimize churn.
• Churn Rate: Maintain a high customer retention rate.
• Renewal Rate: Ensure customers continue using our service.
• Average Revenue per Client (ARPC): Identify opportunities for customer expansion and revenue growth.
• Net Promoter Score: Drive Loyalty and positive customer feedback.

Your Day-to-Day Responsibilities

• Build & Maintain Strong Customer Relationships – Serve as a trusted advisor, helping customers optimize their experience.
• Analyze Customer Data & Trends – Identify proactive solutions before issues arise.
• Collaborate with Sales & Field Teams – Ensure smooth communication and account management.
• CRM Management – Track interactions, monitor customer health, and manage reporting.
• Concurrent Project Management – Oversee service delivery timelines and customer touchpoints.
• Operational Agility – Ability to quickly manage and navigate shifting priorities.
• Continuously Improve Processes – Develop playbooks, best practices, and engagement strategies to enhance customer experience

What We're Looking For

• 3-5 years of strategic sales, customer success or account management experience, preferably
• in a high growth environment.
• Project management skills – Strong ability to organize, prioritize, and execute multiple
• initiatives.
• Comfort with Ambiguity – You thrive in a fast-paced, evolving environment and enjoy
• building processes from scratch.
• Exceptional Communication – Strong written and verbal skills with the ability to simplify
• complex ideas.
• Data-Driven Approach – Ability to analyze customer data and turn insights into action.
• Tech-Savvy – Experience with CRM platforms, Excel, and process automation tools.

Benefits

Equity ownership in SSA

401(k)

• Dental insurance
• Vision insurance
• Health insurance (100% for employee and family)
• Life insurance
• Paid time off
• Parental leave
• If you are passionate about driving customer success, have the skills we are looking for, and want to be a part of the rocket ship we are building, we want to hear from you!!