Customer Success Manager

About MissionPerform Inc.

MissionPerform is a performance-driven consulting, AI, and software development firm that partners with organizations, by building winning cultures that elevate both organizational and individual results. We are dedicated to improving how teams work, communicate, and achieve goals. We believe in “Performance Through People, Systems & Technology”.

We don’t just advise from the sidelines: our consultants, engineers, and execs work directly alongside client teams to design, build, and ship real solutions our clients depend on.

We’re a startup at heart and about to scale: lean team, fast decisions, high ownership, and direct exposure to the people who use what you build (clients, consultants, and executives), not layers of process between you and the impact of your work.

Details

The expected compensation range for this position is posted below and is based on experience, skills, and qualifications. The upper end of this range is reserved for exceptional, top-tier candidates. We use automated tools, including artificial intelligence, to assist in the evaluation of applications. We may conduct background checks for successful candidates.

About the role

MissionPerform is seeking a Customer Success Manager to serve as the primary business point of contact for our customers and to own the full lifecycle of customer engagement — from proposal and statement of work (SOW) development through delivery, ongoing account health, and long-term relationship growth. This role blends proposal and business development support with hands-on account management, escalation handling, and customer advocacy.

The Customer Success Manager will also proactively partner with clients to surface opportunities and drive full adoption of TheGrid, and will support the rollout of MissionPerform's CRM platform and processes as they are introduced.

Key Responsibilities

Proposal & Contract Management

• Write and manage proposals, statements of work (SOWs), and related business development documents for prospective and existing customers.

• Own the end-to-end proposal management process, coordinating input from sales, delivery, and technical teams to ensure accurate, on-time, and compelling submissions.

• Track proposal pipeline status and maintain templates, boilerplate content, and pricing structures to improve consistency and turnaround time.

Business Management & Customer Point of Contact

• Act as the primary point of contact for assigned customer accounts, representing MissionPerform in day-to-day business interactions.

• Triage incoming customer requests and feature requests for MissionPerform's software solutions, routing them to the appropriate internal teams (product support, software engineering, support) and tracking them through to resolution.

• Coordinate internally to ensure customer needs are understood, prioritized appropriately, and communicated back to the customer in a timely manner.

• Act as lead of monthly/quarterly/annual customer business reviews focused on customer experience, scope management, new product adoption and general customer account growth and management.

Escalation Management

• Serve as the lead point of contact for customer escalations, managing them with urgency, transparency, and a clear resolution plan.

• Coordinate cross-functionally with engagement managers, project leads, and company leadership as appropriate to resolve escalated issues and prevent recurrence.

• Maintain clear documentation and post-mortems for significant escalations.

Customer Health & Business Reviews

• Monitor customer health using both qualitative signals and available account/usage data, proactively identifying at-risk accounts.

• Develop and maintain a customer health scoring or tracking approach as part of the broader CRM process.

• Plan and lead post-engagement business reviews with customers (targeted quarterly cadence), summarizing outcomes, open items, and future plans.

Relationship Building

• Build and foster strong, trust-based relationships with key customer stakeholders across all levels.

• Act as a customer advocate internally, ensuring customer feedback informs product and delivery decisions.

• Identify opportunities to deepen engagement, support renewals, and surface growth opportunities in partnership with sales.

Qualifications

• 3–5+ years of experience in customer success, account management, business management, or a related client-facing role (experience level to be finalized).

• Demonstrated experience writing proposals and/or statements of work; proposal management experience strongly preferred.

• Experience managing customer escalations and coordinating cross-functional resolution.

• Familiarity with CRM platforms (e.g., Salesforce, HubSpot, or similar) and an interest in shaping CRM processes from the ground up.

• Excellent written and verbal communication skills, with strong attention to detail.

• Strong organizational skills and comfort managing multiple accounts, proposals, and priorities simultaneously.

• Experience in a software or consulting company.

• Preferred: experience supporting clients in pharmaceutical manufacturing and life sciences.

• Bachelor's degree or equivalent professional experience.

What Success Looks Like

• Establish core metrics such as Net Promoter Score, Customer Satisfaction, and Customer Retention Rate to track and report on account health over time.

• Proposals and SOWs are delivered accurately and on time, with a clear, repeatable process behind them.

• Customers have a clear, responsive point of contact and feel heard when they raise requests or issues.

• Escalations are resolved quickly and with minimal recurrence.

• Customer health is visible and tracked, with at-risk accounts flagged early.

• Business reviews happen on a predictable cadence and customers value them.

• A functioning CRM platform and set of processes are in place and adopted by the team.

Benefits

• Life, health, dental, vision, and more coverage.

• Performance-based bonus program tied to both individual and company performance.