Customer Success Manager

About the role:

As a Customer Success Manager at 8am, you will guide customers through every stage of the lifecycle, from onboarding and adoption to value realization, expansion, and retention. You will use data and engagement insights to proactively identify risks and opportunities, helping customers maximize the value of 8am’s solutions. In this role, you’ll drive adoption, support growth initiatives, and partner closely with cross-functional teams to improve the overall customer experience. You will also serve as a trusted advisor and advocate for your customers, ensuring their needs are represented across the organization. This role is ideal for someone who is customer-focused, data-driven, and motivated to drive both customer and business outcomes.

About us:

At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

Founded in 2005, 8am™ (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

What you'll do:

• Guide customers through key stages of the customer lifecycle, including onboarding, adoption, value realization, expansion, and retention.
• Lead and support the development, execution, and monitoring of customer success plans across digital and hybrid engagement models.
• Proactively identify risks and opportunities through customer data, usage trends, and engagement signals.
• Drive customer engagement and adoption of core workflows, features, and solutions to maximize realized value.
• Support retention and growth initiatives by reinforcing best practices, expansion pathways, and renewal readiness.
• Collaborate with cross-functional teams to share customer insights and influence roadmap and programs.
• Serve as a customer advocate and voice of the customer within the organization.
• Provide consultative guidance to customers on optimizing their use of 8am solutions.
• Support scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys.
• Monitor customer health indicators, engagement levels, and success milestones.
• Contribute to continuous improvement of Customer Success playbooks, processes, and digital programs.
• Maintain timely and accurate documentation in customer success platforms and CRM systems.
• Serve as a brand ambassador in all customer interactions.

About you:

• 3+ years of experience in Customer Success, Account Management, SaaS Support, or a related customer-facing role.
• Experience working in digital-first or hybrid customer engagement models preferred.
• Strong ability to analyze customer data and translate insights into action.
• Proven ability to build trust and credibility with customers in remote and scaled environments.
• Excellent written and verbal communication skills.
• Strong organizational, prioritization, and time management skills.
• Comfortable learning and navigating new technologies and systems.
• Ability to work effectively in a fast-paced, evolving environment.
• SaaS experience required; payments, fintech, or legal industry experience preferred.
  
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Additional Information
The annual salary range for this position is $54,000 to $70,000. The salary range for performing this role outside of the US / Austin / California may differ.  8am is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education.

Why 8am: 

At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.

Here’s how we support our 8Team:

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
• Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
• Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
• Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
• Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

At 8am, we don’t just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day.

Diversity, equity & inclusion at 8am:

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. 

Security advisory:

Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology.  As such, our Talent Acquisition Team only follows legitimate hiring practices.  We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive/personal data during the application process.  All interviews take place over phone call, Zoom/Google Meet or in person.  All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.