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The position acts as a single point of contact and trusted advisor, owning onboarding, pilot management, adoption, milestone-based engagement, and customer health tracking. Responsibilities include building success plans, gathering feedback to improve product and services, and partnering with Support, Product, and Sales on cross-sell and upsell opportunities. The role emphasizes service mindset, product expertise, consultative problem-solving, and autonomy in a fast-growing startup environment.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":16,"@type":70,"position":76},"https://docshare.wps.com/template/resumes/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/customer-success-manager-job-description-for-website/258528/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/customer-success-manager-job-description-for-website/258528.png","ImageObject",442,249,{"name":88,"@type":89},"Aria Callaghan","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-22","2026-09-13",true,{"@type":98,"interactionType":99,"userInteractionCount":47},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What are the main responsibilities of the Customer Success Manager at Further?","Question",{"text":108,"@type":109},"The role manages retention and expansion through onboarding, pilot program management, proactive engagement, adoption playbooks, milestone tracking, feedback collection, and collaboration on cross-sell and upsell opportunities.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"How does the Customer Success Manager support customers during onboarding and evaluation pilots?",{"text":113,"@type":109},"They lead onboarding by understanding current and future goals, creating a success plan, and tailoring pilot experience and configuration so participants achieve quick time to value.",{"name":115,"@type":106,"acceptedAnswer":116},"What background and skills are required for this position?",{"text":117,"@type":109},"The role requires 3+ years in product-oriented Customer Success, 5+ years in B2B SaaS with vertical products, experience with B2B sales/marketing platforms, mid-market or Enterprise account exposure with minimum ACV of $75K, and strong service, product, consultative, and organizational skills.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},258528,1790345847,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":15,"category_name":16,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":47,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":73,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":139,"read_time":9},962084926284,"https://ap-avatar.wpscdn.com/davatar_29158cc5080c5b710cf443261637dec0","Customer Success Manager  \nAbout Further  \nFurther is the leading technology platform for senior living organizations that automates conversations between customers and their digital prospects. Further’s platform helps its customers to generate more tours and, as a result, higher occupancy from their sales and marketing funnels. Further is the only automation platform in the senior living industry that connects fi rst party marketing and sales data directly. Further is tackling a complicated and lucrative opportunity: The senior living industry is slated to grow significantly in the coming years as the \"Silver Tsunami\" comes into effect. More buildings will be developed, more individuals will need the service, and the entire industry will grow. In addition to this, the market is dramatically underserved. Technology that can improve occupancy has huge upside potential in senior living. The Further product team has invested significantly in building out the technology platform, has recently launched a series of new products, and is poised for tremendous growth.  \nAbout the Role  \nThe Customer Success Manager will play a critical role in the success and growth of Further through the retention, expansion and growth of the existing customer base. Customers will sign, stay and grow with Further not just because of the value that they get from the platform but because of how the Further Customer Success team partners with their customers and serves asan extension of their teams. The Customer Success Managers at Further will report to the Head of Customer Success and will work closely with the Support, Product and Sales teams.  \nResponsibilities  \n● Serve as the single point of contact, product expert and trusted advisor for Further customers. Help them to hit their KPI’s, both within the realm of Further and beyond  \n● Manage the pilot program for prospective customers evaluating Further. Tailor the pilot experience and configuration to meet their specific needs. Help the pilot participants achieve quick time to value with the Further platform.  \n● Lead the onboarding of new customers. Understand their goals for Further, both current and future. Develop a success plan to achieve those goals and deliver long term value  \n● Proactively engage customers to ensure they are adopting the Further platform and that they are aware of new functionality and are utilizing it  \n● Execute milestone-based customer engagement playbooks to drive maximum product adoption and unlock new growth opportunities  \n● Leverage systems and processes to track milestones along the customer journey, including identifying customers at risk and those poised for growth  \n● Gather customer feedback to drive improvements to the Further product and services  \n● Collaborate with Sales on cross sell and upsell opportunities  \n● Act as an extension of the customer’s team. Whenever and wherever possible, lighten their load  \nRequired Background/Skillset  \n● 3+ years’ proven success in a product oriented Customer Success Manager role  \n● 5 years’ proven success at a B2B SaaS organization with a vertical product like Further  \n● Experience in a B2B sales and/or marketing platform organization  \n● Experience servicing mid-market or Enterprise customers with a minimum ACV of $75K  \n● Familiarity with the Further customer personas, including Marketing, Sales, Real Estate and Healthcare  \n● Service mindset: This is a service oriented role vs. a quota-bearing one. Developing relationships and becoming friends with customers is a critical part of the job. You are savvy, caring, professional, empathetic  \n● Product oriented: The CSMs at Further are technically astute and create product based solutions for customers. By being an expert in the Further platform, you will build trust and credibility with your customers and become the go-to person for all things Further  \n● Consultative mindset: Help connect the dots between customer problems and technology solutions. Explore creative option","cbCaisX5XLOdjCgQ","https://ap.wps.com/l/cbCaisX5XLOdjCgQ","pdf",42570,"English","# About the Role\n## Responsibilities\n## Required Background/Skillset","[{\"question\":\"What are the main responsibilities of the Customer Success Manager at Further?\",\"answer\":\"The role manages retention and expansion through onboarding, pilot program management, proactive engagement, adoption playbooks, milestone tracking, feedback collection, and collaboration on cross-sell and upsell opportunities.\"},{\"question\":\"How does the Customer Success Manager support customers during onboarding and evaluation pilots?\",\"answer\":\"They lead onboarding by understanding current and future goals, creating a success plan, and tailoring pilot experience and configuration so participants achieve quick time to value.\"},{\"question\":\"What background and skills are required for this position?\",\"answer\":\"The role requires 3+ years in product-oriented Customer Success, 5+ years in B2B SaaS with vertical products, experience with B2B sales/marketing platforms, mid-market or Enterprise account exposure with minimum ACV of $75K, and strong service, product, consultative, and organizational skills.\"}]","Customer Success Manager Job Description - For Website | PDF",1789323011]