Who We Are:

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

What You Will Be Doing:

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.

Day In The Life:

Customer Relationship Management

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

Adoption, Retention & Support

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

Customer Engagement

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

Cross-Functional Collaboration

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

Process & Execution

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

Who You Are:

Required Qualifications:

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

Preferred Qualifications:

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 / 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 job-related 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.

CrashPlan values workplace diversity and ensuring an environment of mutual respect. Employment opportunities are available to all applicants without regards 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.