Customer Success Manager (California)

About Just Appraised 

We’re a fast-growing company transitioning from startup to scale-up. Our customers (over 200!) rely on us to simplify their workflows, and we’re passionate about creating real, tangible impact for their teams. As we expand, we’re looking for a Customer Success Manager (CSM) who’s not just along for the ride, but ready to take the wheel.

Thrive, wherever you call home. Join our fully remote team and unlock a world of possibilities beyond just a paycheck:

• Globally connected, locally supported: Thrive in a vibrant online community that celebrates your unique talents, wherever you are.
• Supportive parental leave: Welcoming a new member to your crew? We've got your back with time and support to adjust.
• Plus: Flexible work arrangements, continuous learning opportunities, and much more!

This isn't just a job; it's a launchpad for personal and professional growth.

About You
You're a proactive self-starter with 5+ years of experience in Customer Success, ideally at a fast-growing SaaS startup where you’ve worn many hats. You’ve managed complex accounts, driven renewals, and identified cross-sell opportunities—always with a strong focus on customer outcomes and long-term partnerships.

You’re skilled at navigating multiple stakeholders, mitigating risk before it escalates, and staying calm under pressure. You have the ability to learn and support multiple products, and you know how to translate technical concepts into practical, customer-friendly language.

You thrive in dynamic environments, love building and refining processes, and bring a collaborative spirit to every cross-functional conversation. If you're passionate about helping customers succeed and excited to grow with a company that's scaling fast, we’d love to meet you.

Key Responsibilities and Impact Areas:

• Customer Relationships: You’re a trusted advisor, working hand-in-hand with customers to ensure they’re not just using the product but thriving with it.
• Success Metrics: You’ll report and manage key metrics like churn reduction, expansion, and customer satisfaction, ensuring we hit our growth and retention goals.
• Strategic Partnership: Every customer is different. You’ll craft tailored strategies, helping them navigate their unique workflows, dynamics, and sometimes even political environments.
• Training & Support: While onboarding is handled by another team, you’ll be there during the critical adoption phase and provide ongoing training when needed, occasionally on-site.
• Stakeholder Mapping: You’ll identify key decision-makers and ensure each receives the right type of support, driving deeper engagement and retention.
• Renewals & Expansion: Comfortable with contracts? Great! You’ll manage renewals, negotiate expansions, and hit annual targets tied to retention and growth.
• **Travel**: Customer visits plus conferences attendance based on territory needs. Often ranges between two to five visits a quarter.

Why You'll Thrive Here

• Communication is Key: We’re mostly remote, so clear, strategic communication is essential. You’ll need strong written and verbal skills to make sure everyone’s on the same page.
• Tools We Use: You’ll hit the ground running with ChurnZero, Close.io, Hex, Jira, Google Suite, Slack, and Zoom.
• Stay Organized: Prioritization is crucial. With multiple customers and requests coming in, your organizational skills will help you stay ahead and deliver exceptional service.
• Career Growth: This isn’t just another CSM role. With our fast growth, you’ll have the opportunity to expand into adjacent roles, take on larger accounts, or even step into leadership as our team scales.

Your Impact

You’ll dri