Customer Success Manager

About the role:

The Customer Success Manager, Strategic Accounts plays a critical role in supporting the long-term success of our largest and most complex customers. Working alongside Customer Success Managers and cross-functional teams, this role ensures Strategic Accounts receive exceptional day-to-day support, proactive guidance, and high-quality customer experiences throughout their lifecycle.

This position blends product expertise, problem-solving, operational excellence, and customer engagement to drive adoption, satisfaction, and value realization for some of our most high-impact customers. Specialists are trusted resources who help customers get the most out of 8am’s solutions while ensuring internal teams have accurate insights into account health, risks, and opportunities.

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:

• Provide proactive, high-touch support for Strategic Accounts, serving as a trusted point of contact to resolve product inquiries, coordinate issue resolution, and ensure timely, accurate communication with customers and internal teams.
• Build strong relationships with end users and admins by delivering exceptional customer experiences and acting as a customer advocate—capturing feedback, identifying trends, and escalating complex issues as needed.
• Drive product adoption and value by educating customers on features, best practices, and integrations, while supporting renewal readiness through healthy utilization and customer satisfaction.
• Collaborate cross-functionally with Customer Success, Product, and Engineering to share insights, support roadmap alignment, and improve customer resources and programs.
• Maintain operational excellence by documenting activity in Salesforce, tracking key account metrics, supporting reporting, and representing the 8am brand with professionalism in every interaction.

About you:

• 1–2+ years in a customer-facing role such as Customer Success, Account Management, Support, or Business Development.
• Strong relationship-building skills with the ability to manage expectations and communicate clearly.
• Excellent problem-solving skills with the ability to analyze issues and identify root causes.
• Strong written and verbal communication skills.
• Highly adaptable and comfortable working in a dynamic and evolving environment.
• Ability to quickly learn and understand new technologies, workflows, and product features.
• Outstanding active listening, discovery, and customer service skills.
• Experience with SaaS platforms preferred; legal tech experience a plus.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Additional Information
The annual salary range for this position is $54,000 to $70,000. The salary range for performing this role outside of the US / Austin / California may differ.  8am is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education..

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:

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

At 8am, we don’t just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day.

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. 

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.