Customer Success Manager

About The Company Imgix is a leading platform dedicated to real-time visual media management, optimization, and delivery services. Our innovative technology enables businesses to provide high-quality visual experiences to their customers across various platforms and devices, regardless of location. With a focus on speed, efficiency, and intelligence, Imgix offers a comprehensive solution that combines powerful image and video processing pipelines with AI-driven features. Our platform is designed to enhance the value of visual media, allowing clients to create engaging, responsive, and impactful digital content. As a company, we are committed to building the future of visual media on the internet, empowering organizations to deliver visually compelling experiences that drive engagement and growth.

About The Role The Customer Success Manager (CSM) at Imgix plays a vital role in fostering long-term relationships with our customers, ensuring their success and satisfaction with our platform. This fully remote position involves guiding clients through onboarding, adoption, and expansion processes to maximize their value from our services. The CSM acts as a strategic consultant, setting key performance indicators (KPIs), promoting strong usage maturity, and proactively identifying risks to prevent churn. Collaborating closely with Account Executives, the CSM helps surface opportunities for upselling and expansion by maintaining deep engagement with customers. Success in this role is measured primarily through Net Revenue Retention (NRR), emphasizing customer renewal, expansion, and ongoing value realization. The role offers the flexibility of remote work, with occasional travel for client meetings, conferences, or team events, and provides an opportunity to work within a dynamic, innovative environment focused on transforming visual media delivery.

Qualifications

• 3-5+ years of experience in SaaS Customer Success, Account Management, or related roles
• Proven track record of driving customer adoption, retention, and renewals
• Experience working with NRR or renewal-based performance metrics
• Strong relationship-building and consultative skills across technical and business stakeholders
• Proficiency with core sales and communication tools such as Salesforce, Gong, Outreach, Slack, and Google Workspace (Docs, Sheets, Slides)
• Excellent written and verbal communication skills, with experience presenting to executive-level decision-makers
• Basic technical literacy (e.g., HTML, Codepen) preferred
• Experience or familiarity with images, Content Delivery Networks (CDNs), Digital Asset Management (DAMs), or website performance is a plus
• Willingness to travel occasionally for client meetings, conferences, or team events

Responsibilities

• Lead onboarding for new customers, ensuring a seamless transition from sales to success management
• Drive customer adoption, engagement, and maturity by creating success plans aligned with client goals
• Monitor account health and proactively identify potential risks, executing mitigation strategies to prevent churn
• Partner with Account Executives on renewal processes, socializing value and preparing decision-makers for commercial discussions
• Identify and surface upsell and expansion opportunities through ongoing customer engagement
• Track and report on NRR performance across your portfolio, providing insights and recommendations for improvement
• Act as the voice of the customer internally, providing feedback to Product, Sales, and Support teams to enhance the customer experience
• Maintain accurate records in Salesforce and contribute to the development of playbooks, processes, and best practices that improve the customer journey

Benefits

• Comprehensive health insurance, including medical, dental, and vision coverage
• 401(k) retirement plan with company matching
• Flexible vacation policy to support work-life balance
• Parental leave policies that encourage family growth and support
• Opportunities for professional development and career growth
• Generous perks and a collaborative, innovative work environment
• Remote work flexibility with optional in-office presence in San Francisco

Equal Opportunity

Imgix is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, or any other protected status. All qualified applicants will receive consideration for employment without regard to these factors.