Customer Success Manager - Software Solutions- Remote
WestLink is a fast-growing software agency that partners with clients to design, build, and scale world-class digital solutions. We combine deep technical expertise with a customer-first mindset, helping businesses transform their operations and accelerate growth through innovative software. We’re looking for a Customer Success Manager (CSM) who thrives on human connection — someone who can turn a first meeting into a trusted relationship and create long-lasting partnerships. If you’re the kind of person people naturally open up to, who can build rapport instantly, and who knows how to make clients feel heard, valued, and cared for, this role was made for you.Your Role at WestLink As a Customer Success Manager, you’ll be the friendly face and trusted advisor for your portfolio of clients. Your natural ability to connect with people will help you guide clients through onboarding, adoption, and continued partnership with WestLink. More than just delivering software, you’ll ensure clients feel supported, understood, and excited to grow with us.Key Responsibilities • Be the relationship builder: Serve as the main point of contact for assigned clients, earning their trust and friendship while becoming their go-to partner. • Guide onboarding with warmth: Ensure clients feel welcomed and quickly see value from WestLink’s software solutions. • Connect business goals to outcomes: Understand what clients really want to achieve and translate those goals into actionable strategies. • Keep relationships healthy: Monitor account health, identify risks early, and proactively strengthen retention and expansion opportunities. • Be the voice of the client: Advocate for client needs with project managers, engineers, and leadership while keeping collaboration positive and solution-focused. • Lead engaging reviews: Conduct quarterly business reviews that not only highlight results but also celebrate wins and open the door for future opportunities. • Spot growth opportunities naturally: Partner with Sales to identify upsell and cross-sell opportunities that feel like a natural extension of the relationship. • Stay curious: Bring fresh ideas and best practices from the industry to inspire clients. What We’re Looking For • 3–5+ years of experience in Customer Success, Account Management, or Client Services within a software agency or SaaS environment. • Strong understanding of software development processes and digital product lifecycles. • Innate people skills — you love connecting with others, building trust, and making relationships last. • Excellent communication, presentation, and relationship-building abilities. • A data-driven mindset with the ability to leverage metrics to guide conversations and decisions. • Proven ability to manage multiple accounts while maintaining authentic, personal connections. • Familiarity with CRM/CS platforms (Salesforce, HubSpot, Gainsight, or similar) is a plus. Why WestLink? • A people-first culture where collaboration, relationships, and innovation thrive. • Work on exciting projects across industries with cutting-edge technology. • Opportunities to shape customer success strategy in a scaling company. • Competitive compensation. • Most importantly: a chance to do what you do best — connect with people, make a difference, and help clients succeed in a way that feels personal. Job Types: Full-time, Contract Pay: From $90,000.00 per year Work Location: Remote Apply tot his job