Customer Success Manager

This is a full-time, salaried opportunity with Monday to Friday work days. This role is commission eligible. This role will be hybrid, with the expectation that this individual be in the Denver office at least two days per week if within the 50-mile radius threshold or three days per month if outside the 50-mile radius threshold.

Warehouse Anywhere provides self-storage solutions for businesses looking to centralize the administrative requirements to manage their storage assets nationwide. Our team enables the seamless management of your storage units regardless of location. Powered by our proprietary technology, our solution saves your organization time, money and creates efficiencies for your operations, procurement and sales teams. Applications will be accepted on an ongoing basis until the position is filled.

Job Description

We are seeking a Customer Success Manager (CSM) to take ownership of Warehouse Anywhere’s most important customer relationships and proactively drive revenue retention, account expansion, and customer value as the company evolves into a technology-first storage and logistics platform. This role owns commercial outcomes across the post-onboarding lifecycle while partnering closely with Customer Onboarding, Client Operations, Partner Experience, and Sales.

The CSM proactively advises multi-location enterprise customers, drives adoption of the Store-y customer portal and related digital tools, accelerates time to value, owns customer health, leads strategic Quarterly Business Reviews (QBRs), and partners with Sales to identify and convert expansion opportunities across each account.

The CSM partners with the Client Operations Team on tactical execution and the Partner Experience Team on storage network coordination, allowing the CSM to focus on strategic outcomes, platform engagement, retention, and growth. The CSM uses Microsoft Copilot and other AI tools daily to scale productivity, strengthen customer-facing deliverables, and improve the quality of account insights and recommendations. This is a commission-eligible individual contributor role with a defined path to Senior Customer Success Manager and Customer Success Team Lead as the function scales.

Key Responsibilities:

Customer Outcomes, Adoption & Platform Adoption

      • Own each customer’s outcomes from kickoff through renewal. Define success criteria with each account and measure progress against them throughout the customer lifecycle.
      • Drive Store-y customer portal adoption across the customer’s user base. Onboard new users, monitor usage trends, identify underutilization, and run targeted enablement to lift engagement and feature adoption.
      • Accelerate time to value for new accounts. Partner with the Client Operations Team and Partner Experience Team to compress onboarding cycles and hit early value milestones.
      • Actively manage customer health by monitoring key indicators in HubSpot, Power BI, and the Store-y platform, identifying emerging risks, and taking timely action to protect retention.
      • Lead the strategic relationship for assigned accounts and lead resolution of escalated customer issues that Client Operations or Partner Experience cannot fully resolve within their scope.

Quarterly Business Reviews & Strategic Engagement

    • Conduct QBRs with 100% of priority 1 and 2 accounts each quarter, ensuring participation from both a primary and a secondary decision maker.
    • Analyze data including usage benchmarking, savings opportunities, platform adoption metrics, and a forward roadmap of expansion recommendations tied to the customer’s business goals to identify actionable QBR insights.
    • Build executive-level relationships. Develop multi-threaded relationships across customer organizations to reduce single-point-of-failure risk and strengthen long-term loyalty.
    • Translate platform data into business outcomes. Turn usage, cost, adoption, and compliance data into customer-facing recommendations the customer can act on.

Retention, Renewals & Expansion

    • Drive gross revenue retention of at least 95% across the assigned book of business through proactive account management, customer health monitoring, and early risk mitigation. This is a commission-eligible outcome.
    • Grow assigned accounts by identifying, pursuing, and closing upsell, cross-sell, and net-new services opportunities. Expansion bookings are a commission-eligible outcome.
    • Partner with the Sales organization on enterprise expansion strategies that exceed CSM scope, leveraging VoC insights and usage data to drive deeper account penetration.
    • Lead renewal conversations at least 90 days before contract expiration to prevent surprise churn, protect favorable renewal terms, and strengthen long-term customer value.
    • Maintain accurate renewal and expansion pipeline and forecast in HubSpot; report progress to leadership weekly.

Voice of Customer & Product Feedback

    • Capture and route structured customer feedback from every touchpoint to the appropriate internal team. Send product and platform feedback to Technology, partner-network feedback to Partner Experience, and operational feedback to Client Operations.
    • Champion the voice of the customer in product roadmap discussions. Prioritize customer needs and validate emerging features.
    • Identify customer reference, case study, and advocacy opportunities; partner with Sales and Marketing on activation.

Cross-Functional Partnership & AI Adoption

    • Partner closely with the Client Operations Team. Client Operations handles day-to-day tickets, SLA monitoring, and tactical execution. The CSM owns the relationship, strategy, and outcomes.
    • Partner closely with the Partner Experience Team. Partner Experience owns the storage partner network. CSMs surface customer demand signals and partner-related issues to the Partner Experience Team for resolution.
    • Collaborate with the Manager, Learning & Business Process Optimization to convert CSM-identified gaps into training and process improvements that strengthen customer outcomes.
    • Use Microsoft Copilot and other AI tools daily to accelerate account research, QBR preparation, customer communications, and analysis of usage and adoption data, while operating as the experienced human in the loop and using AI responsibly.

Reporting & Communication

    • Submit a written weekly update to leadership covering book of business health, renewal and expansion pipeline, platform adoption trends, wins, issues and risks, decisions or asks, and next week’s focus.
    • Lead a monthly retention and expansion KPI review with leadership covering GRR, NRR, expansion bookings, platform adoption, QBR completion, NPS, and health-score accuracy.
    • Communicate honestly and early. Surface bad news with the same urgency and clarity as good news.

Leadership Standards

    • Demonstrate ownership of outcomes by preparing with data, presenting with clarity, committing to next steps, and avoiding deflection or surprises.
    • Maintain professionalism, confidentiality, sound judgment, and consistent decision-making aligned to company expectations.
    • Model and reinforce Warehouse Anywhere’s cultural values, Solutions-Driven, Teamwork, Operational Excellence, Reliability, Accountability, Game-Changing Innovation, and Ethics, in every internal and customer-facing interaction.

Key Performance Indicators (KPIs)

  1. Gross Revenue Retention (GRR): Maintain ≥95% GRR across assigned accounts. Commission-eligible.
  2. Net Revenue Retention (NRR): Achieve ≥115% NRR through account expansion. Commission-eligible.
  3. Account Expansion: Quarter over quarter growth in spaces managed, preferred partner services activated, and add-on services sold. Commission-eligible.
  4. Platform Adoption: Drive measurable lift in Store-y monthly active users and feature adoption across assigned accounts.
  5. Time-to-Value: Achieve onboarding-to-first-value milestones for every new account. Specific targets are set quarterly.
  6. QBR Completion: 95% completion with priority 1 & 2 customers each quarter, including both primary and secondary decision makers.
  7. Net Promoter Score (NPS): Achieve +10 NPS improvement across assigned accounts within 12 months.
  8. Customer Health Accuracy: Maintain accurate health scoring in HubSpot and Power BI; flag any account at risk no later than 60 days before renewal.

Compensation Structure

  • Base salary range: $75,000 – $90,000 plus variable commission. Actual compensation will depend on experience, and qualifications.
  • Variable compensation tied to gross revenue retention and account expansion.
  • Detailed commission plan provided as a separate document at offer stage.

Benefits

  • Company subsidized medical, dental, and vision insurance ($100/month employer contribution to HSA account)
  • Company paid STD, LTD, and life insurance (1x your salary up to $250k)
  • Pet insurance
  • 401(k) with company match
  • Flexible PTO
  • Paid Holidays
  • Training and Tuition Assistance Program

Qualifications

  • Bachelor’s degree in Business, Communications, Technology, or a related field preferred.
  • 3 to 5 years of experience in Customer Success, Account Management, or client services at a SaaS, technology, or tech-enabled services company.
  • Demonstrated track record of driving gross and net revenue retention in a commission-eligible role.
  • Proven ability to drive platform or product adoption at enterprise B2B accounts, with measurable lift in users, feature adoption, or time to value.
  • Experience running strategic QBRs with enterprise customers, including multi-threaded executive engagement.
  • Proficiency with CRM (HubSpot or similar), customer success platforms, BI tools (Power BI), and customer-facing software platforms.
  • Strong data fluency, including the ability to interpret usage, cost, adoption, and compliance data and translate it into customer-facing recommendations.
  • Hands-on experience using Microsoft Copilot and other AI tools to accelerate customer success work, along with the willingness to use these tools daily and the judgment to operate responsibly as the experienced human in the loop.
  • Strong negotiation and relationship management skills with comfort selling expansion into existing accounts.
  • Demonstrated ability to manage escalations and influence cross-functional teams.
  • Customer-centric mindset with strong problem-solving skills.
  • Comfort working in a dynamic, high-growth, PE-backed environment with evolving systems and processes.
  • Mastery of Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint, SharePoint) and proficiency with cloud-based collaboration tools.
  • Ability to occasionally work outside normal business hours to support customer needs, business priorities, and critical operational requirements.

Preferred Attributes

  • Prior experience at a B2B SaaS or platform company in a commissioned Customer Success Manager role.
  • Experience contributing to product roadmap as voice of the customer at a technology company.
  • Familiarity with multi-location enterprise operations, supply chain, or logistics.
  • Track record of mentoring less experienced CSMs or coordinators, with alignment to the future Senior Customer Success Manager and Customer Success Team Lead path.
  • Experience deploying AI tools (for example, Microsoft Copilot, Microsoft Cowork AI agent, or similar) in a customer success or revenue context, including establishing prompts, guardrails, and adoption patterns for a team.
  • Commitment to Warehouse Anywhere’s mission of delivering technology-enabled storage and fulfillment solutions with reliability, accountability, and innovation.

Career Path

This role is an individual contributor position with a defined path to Senior Customer Success Manager and Customer Success Team Lead as the Customer Success function scales.

Equal Employment Opportunity

Warehouse Anywhere is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Warehouse Anywhere is committed to providing reasonable accommodation to qualified individuals with disabilities throughout the recruitment and employment process. Applicants requiring accommodation should contact Human Resources.

Apply Now

Accepted file types: doc, docx, pdf, Max. file size: 32 MB.