Client Success Manager

• We’re looking for a Customer Success Manager who can own client relationships end-to-end — from onboarding through long-term success — while managing workflow delivery, expectations, and outcomes.
• You’ll work closely with clients, internal delivery teams, and leadership to ensure customers see real, measurable value from Pathway.
• If you’re energized by complex clients, automation, and problem-solving — this role will feel rewarding. If you prefer reactive ticket support, it won’t be a fit.
• Reference: 0YUqh2JQf0Hot9KYZw03ONhcSzjCxNJZiHwEKjmLQKYLtqdxgq3nqwGyrkttUSDE

• Work with a proven product used by leading brokerages
• High-impact role with real ownership and visibility
• Remote-first, flexible work environment
• Opportunity to grow with a scaling SaaS business
• Smart, supportive team that values clarity and execution

Client Ownership & Relationship Management

• Own a portfolio of Pathway clients as their primary point of contact
• Build trusted relationships with principals, operations leaders, and marketing teams
• Lead regular client check-ins, QBRs, and strategic planning conversations
• Proactively identify churn risk and address it early

Workflow & Delivery Management

• Scope, prioritize, and manage workflow builds and enhancements
• Set clear expectations around timelines, dependencies, and what’s included vs paid
• Coordinate with Technical CSMs and internal teams to deliver on commitments
• Track workflows from request → build → activation

Product & Platform Expertise

• Develop a deep understanding of Pathway’s automation capabilities
• Translate client business goals into scalable workflows
• Advise clients on best practices and standardization
• Confidently explain technical concepts in plain language

Commercial & Growth Support

• Identify opportunities for expansion, upsell, and additional services
• Support renewals by clearly tying Pathway’s value to client outcomes
• Use service credits appropriately and protect scope and margin

Internal Collaboration & Documentation

• Maintain clean notes and updates in HubSpot and internal tools
• Communicate clearly with internal teams and leadership
• Escalate issues early with context and proposed solutions

Must-Haves

• 3+ years experience in Customer Success, Account Management, or Implementation (B2B SaaS)
• Experience managing multiple clients simultaneously
• Strong project management and organizational skills
• Excellent written and verbal communication
• Comfort setting boundaries and saying “no” professionally
• Experience working with complex products or workflows

Nice-to-Haves (Big Plus)

• Experience in insurance, fintech, or regulated industries
• Experience with marketing automation, workflows, or integrations
• Experience working in a scaling SaaS company
• Proficiency in French is an asset (but not essential)

• Strong retention and expansion within your book of business
• Clients are engaged, informed, and confident in Pathway
• Workflows move efficiently from request to activation
• Fewer escalations, clearer expectations
• Internal teams trust your judgment and communication

• Paid Annual Company Retreat
• 25 paid days of annual leave
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave
• Comprehensive insurance after 12 months

• Remote work
• Great company culture!
• Career growth opportunities