Customer Success Manager

About the role:

The Customer Success Manager owns retention and growth for a defined cohort of 8am customers using a digital-first scaled engagement model.

This role operates within a Digital Customer Success Pod designed to deliver value at scale through automation, AI insights, lifecycle programs and intentional customer interactions including engagement through the customer portal and community.

This role is accountable for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) and for providing customer value consistently and efficiently.

About us:

At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

What you'll do:

• Own growth, retention, and expansion outcomes for a large-scale customer portfolio by driving Gross and Net Revenue Retention (GRR/NRR) through proactive, data-driven engagement.
• Leverage customer health scores, usage data, and AI-driven signals to anticipate churn risk, manage renewals, and identify value-based expansion opportunities.
• Execute a scaled, one-to-many customer lifecycle strategy using automated and targeted touchpoints at key moments, supported by standardized playbooks to ensure consistency and broad coverage.
• Champion self-service and community-led success by promoting digital resources, analyzing engagement data to close adoption gaps, and increasing customer autonomy while reducing cost-to-serve.
• Collaborate cross-functionally within a Digital Customer Success Pod to ensure seamless handoffs, accurate forecasting, effective tooling usage, and continuous optimization of workflows and customer programs.

About you:

• 3+ years in Customer Success or Account Management in B2B SaaS
• Experience managing large portfolios through digital or scaled models
• Direct ownership of renewals and retention outcomes
• Strong data-driven decision making skills
• Hands-on experience with CS platforms CRM analytics and automation tools
  
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Nice to Have: 

• Commercial mindset grounded in customer value
• Comfortable influencing outcomes without high-touch relationships
• Strong written communication and digital engagement skills
• Highly organized with excellent prioritization
• Curious and practical about AI automation and scale
• Thrives in a pod-based team environment

Diversity, equity & inclusion at 8am:

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. 

Why 8am 

At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.

Here’s how we support our 8Team:

• Statutory Benefits – Full compliance with Colombian social security (health, pension, and risk coverage)
• Staff Referral Bonus – Rewards for referring great candidates to the 8Team
• Paid Sick Leave – Covered from day one, with EPS support after the 2nd day
• Flexible Time Off (FTO) – Up to 15 paid days off per year
• Parental Leave – Maternity and paternity leave in line with Colombian law
• Company Holidays – Paid time off for all official Colombian public holidays

Security advisory:

Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology.  As such, our Talent Acquisition Team only follows legitimate hiring practices.  We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive/personal data during the application process.  All interviews take place over phone call, Zoom/Google Meet or in person.  All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.