Job Description

As a Customer Success Manager, you’ll play a key role in supporting our customers throughout their lifecycle with our SaaS platform. You will help onboard new clients, provide ongoing guidance, foster product adoption, and ensure customers achieve measurable value. This is an entry-level customer success role ideal for someone who is proactive, relationship-driven, and eager to grow in the SaaS industry. 

Responsibilities 

Customer Adoption 

  • Assist in developing onboarding plans, timelines, and success criteria. 

  • Educate customers on product features, updates, and use cases to drive adoption. 

    • Customer Relationship Management 

  • Build strong, trusted relationships with customers through regular check-ins and proactive communication. 

  • Act as a point of contact for low- to mid-tier accounts, helping them navigate the platform and resolve questions. 

  • Monitor customer health scores and identify opportunities to improve satisfaction and engagement. 

    • Support & Issue Resolution 

  • Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues. 

  • Escalate product bugs or feature requests and follow up to communicate outcomes to customers. 

    • Data, Insights & Reporting 

  • Track customer activity and adoption metrics using CRM/CSP tools (e.g., Salesforce, Gainsight, HubSpot). 

  • Assist with customer business reviews and preparation of performance reports. 

  • Identify patterns in customer behavior and surface insights to improve processes. 

    • Customer Retention & Growth 

  • Contribute to renewal activities by ensuring customers achieve their desired outcomes. 

  • Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions. 

    • Qualifications 

  • 2+ years of experience in Customer Success, Account Management, Support, or a related customer-facing role—preferably in SaaS. 

  • Strong communication and interpersonal skills; ability to build rapport with diverse customers. 

  • Passion for technology and willingness to learn SaaS products deeply. 

  • Problem-solving mindset with the ability to manage multiple tasks and priorities. 

  • Experience with CRM or CSP tools (e.g., Salesforce). 

  • Bachelor’s degree or equivalent experience. 


    • Sphera is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.

    This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

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