Customer Success Manager

The Role

Customer Success at Saltmine is not a support function. It's a strategic one.

As a Customer Success Manager, you own the relationship. You're the person our customers trust to understand their goals, guide them to outcomes, and tell them what they need to hear, not just what they want to hear. You operate at the intersection of real estate, technology, and workplace strategy, advising customers through everything from platform adoption to organizational change.

This is a high-touch, white-glove role that requires equal parts domain expertise, business acumen, and genuine curiosity about how people work. You'll manage a portfolio of enterprise accounts, build relationships from the power user to the executive buyer, and drive adoption, retention, and expansion.

What You'll Do

• Own your accounts. Build and maintain account strategies that map each customer's goals, org structure, technology stack, and funding cycles. Know your accounts well enough to see risk before it arrives and opportunity before the customer does.

• Drive outcomes. Set clear success criteria with customers, track ROI monthly, and communicate value consistently through quarterly business reviews, recurring account meetings, and monthly customer updates. A great story poorly told is commercially useless; a mediocre story well told can save an account.

• Build real relationships. Manage relationships across every level of the customer org around the globe from hands-on-keyboard users to economic buyers. Identify and develop champions. Know who to call when things go sideways, and who needs to be in the room when things go well.

• Lead renewals and expansions. Build toward renewals well before they're due. Identify expansion opportunities and position them compellingly — in writing, in conversation, and in a deck you built yourself. Partner closely with Sales Account Executives to secure strong renewals and successful negotiations.

• Coordinate delivery. Partner closely with our Project Management Office to ensure project delivery meets customer expectations and SLAs are honored. You're not managing tasks, you're managing the relationship around tasks.

• Be the voice of the customer internally. Translate customer feedback, workflow needs, and feature requests to Product, Design, and Workplace Strategy. Your pulse on the customer is one of the most valuable inputs we have.

• Build the collateral. Write agendas, follow-up emails, QBR decks, monthly updates, and account plans. We don't have a team that does this for you and that's intentional. The people closest to the customer are best positioned to communicate with them.

What We're Looking For

• Background. 2+ years of experience in customer success, account management, corporate real estate occupancy and/or space planning, interior design, architecture, or a closely adjacent field. A Bachelor's degree or higher is required.

• Communication. Exceptional written and verbal: clear, confident, and natural. You can write a sharp email, run a tight meeting, and present to a C-suite without over-explaining yourself.

• Design fluency. Comfortable building decks and visual materials from scratch. You have an eye for quality and know that how something looks is part of how it lands.

• Tech comfort. A quick study on new platforms. You don't need to know our tech stack on day one but you need to be the kind of person who figures things out fast and doesn't wait to be shown twice.

• Business range. Able to hold your own in a conversation about ROI, renewal terms, and expansion strategy. Not intimidated by the commercial side of the role.

• Remote ready. Self-directed and organized. Willing to travel up to 25%.

You're a Strong Fit If…

You come from design, real estate, or a creative field and lately find yourself drawn to the business side of client relationships. You want to understand why decisions get made, not just deliver the work that follows them.

You read between the lines. You build decks, arguments, and processes from scratch, and take quiet pride in how they turn out. You've had a hard conversation with a client about timeline, expectation, or performance, and handled it well.