Decisions' mission is to make meetings the most productive part of the day, and with our award-winning Teams application (Top 10 worldwide) and smart AI meeting assistant, we're doing just that. We are passionate about building strong relationships with our customers and delivering real, lasting value.
Now we are looking for a dedicated Customer Success Manager (CSM) to join our growing team. In this role, you'll own a portfolio of customers across North America and beyond. As a CSM, you'll be the trusted advisor and strategic partner for our customers - ensuring they unlock the full value of our AI-powered meeting management platform.
This is a high-impact role in one of our key markets, where you'll drive customer value, strengthen long-term relationships, support revenue growth and help users become champions. You will collaborate closely with others on the team and in other parts of the company to get the best results.
Responsibilities
- Be accountable for the full post-sale customer lifecycle for a portfolio of customers - from onboarding to reactive support to renewal - ensuring customer satisfaction through a great customer experience.
- Lead customer onboarding by facilitating setup, product training, and early adoption to ensure a smooth and successful start.
- Build trusted partnerships with customer stakeholders, acting as the go-to resource for support, platform expertise, best practices, and business strategy alignment.
- Drive engagement and value realization through regular customer dialogue and success planning.
- Monitor customer health metrics, usage patterns, and satisfaction scores to ensure engagement and proactively identify and mitigate churn risks.
- Maintain meticulous records of customer activity and insights using our customer success software and CRM tools.
Required Skills & Experience
- Bachelor's or master's degree.
- 3+ years of experience in Customer Success, Account Management, or Client Services roles-preferably in a B2B setting.
- Personal experience organizing or leading meetings in larger organizations is considered an advantage.
- Exceptional written and verbal communication skills, with the ability to clearly explain complex concepts to varied audiences.
- Proven track record of building and maintaining strong customer relationships across multiple stakeholders.
- Excellent organizational skills and the ability to manage multiple accounts with precision and care.
- Self-starter mindset with a high degree of ownership, initiative, and adaptability.
- Strong team mindset and enjoys working with others to achieve shared goals.
- Familiarity with business tools such as Hubspot, OpenAI, and Microsoft 365.
Preferred Additional Qualifications
- Experience working in SaaS, AI, or technology-driven companies.
- Located near Boston, Ohio or open to occasional travel for team gatherings or key customer meetings.
- Business proficiency in French (Canadian) or Spanish is a significant plus.
Why You'll Love Working in Decisions
- Be part of a forward-thinking scale-up building innovative AI products that are transforming how teams work.
- Join a collaborative, remote-friendly team where your voice is heard and your impact is tangible.
- Enjoy a strong culture of learning, mentorship, and career growth.
- Competitive compensation, benefits and incentives, and a chance to make a real difference - for our customers and for our company.
All applicants will be treated confidentially.