Customer Success Manager

About Us

Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes. Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at seismic.com. 

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.  

Overview

The Customer Success Manager primary responsibility is to drive meaningful product adoption, measurable value, and practical use-case expansion across a high-volume pool of customers. You will use customer goals, workflow needs, product usage, and engagement trends to identify adoption opportunities, remove barriers, and recommend best practices that improve outcomes and return on investment. You will deliver this value at scale through digital-first touchpoints, including Seismic Community, Seismic University courses, self-guided resources, office hours, targeted adoption campaigns, and the consistent delivery of success metrics and adoption insights to key stakeholders. This role is focused on usage growth, workflow optimization, value realization, and business impact through practical, use-case-driven engagement delivered efficiently across many customers. 

Who you are:

• Bachelor’s Degree in Business Administration, Engineering, Computer Sciences or related fields required. Master’s Degree is desired.

• 3+ years of experience with Microsoft Office Suite, including PowerPoint, Word, and Excel.

• 2+ years of experience using AI tools such as Copilot, ChatGPT, or Claude to improve day-to-day efficiency and quality of work.

• 3+ years of experience working with SaaS platforms, data structures, product analytics, and customer workflows.

• 1+ year working with Gainsight preferred.

• Strong written and oral communication skills with the ability to explain product value, guide users through use cases, and influence adoption across customer teams.

• Ability to understand customer requirements and translate them into adoption plans, use cases, and practical product recommendations.

• Critical thinking, curiosity, analysis, troubleshooting, and problem-solving expertise to diagnose adoption barriers and customer workflow challenges. 

What you'll be doing:

Who you are:  

• Possess a strong sense of ownership and takes pride in all that you do.

• Comfortable in dynamic environments with changing priorities.

• Skilled at managing multiple responsibilities while striving to exceed expectations.

• Displays a sense of humor and humility during those challenging times.

• Self-starter with the ability to manage multiple projects and customer accounts simultaneously.

• Ability to effectively prioritize and escalate customer issues.

• Ability to adapt to a rapidly changing environment. 

What you will be doing: 

• Drive adoption progress and product proficiency by delivering use-case reinforcement, best-practice coaching, and product guidance through digital touchpoints such as proactive Digital Sales Rooms, targeted email outreach, and office hours.

• Use product analytics, usage data, adoption health, and value realization metrics in Gainsight to identify trends, risks, adoption gaps, and ROI opportunities.

• Triage and prioritize customers based on health, product usage data, engagement, and risk signals; build focused intervention plans that increase usage, confidence, and value where the need is greatest.

• Translate customer goals, usage patterns, and workflow challenges into practical adoption recommendations, next-best use cases, and repeatable success motions.

• Identify adoption blockers, configuration needs, and product feedback; coordinate with Support, Product, Services, or Engineering when additional expertise is required.

• Work within customer tenants to understand configuration, workflows, and platform usage; surface technical adoption gaps and recommend specific platform actions to drive customer outcomes.

• Execute scaled adoption motions by leveraging adoption playbooks, Seismic Community, Seismic University, office hours, targeted email campaigns, and Adoption-at-a-Glance reporting to drive measurable usage growth across a broad book of business.

• Partner cross-functionally with Support, Product, Services, and regional CS teams to escalate blockers, share customer insights, and drive resolution of adoption barriers. 

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Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.   

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