Job Description
Customer Success Manager – Commercial Accounts
Minitab is looking for a Customer Success Manager to serve as a strategic, post-sale partner for our commercial customers. In this role, you’ll drive adoption, retention, and renewal readiness through a digitally enabled, data-driven engagement model that balances scalable execution with human judgment and accountability.
If you thrive in a customer-facing SaaS environment, enjoy building strategic relationships, and want to influence outcomes —this role is for you.
What You’ll Do
- Manage a high-volume, assigned book of business with clear accountability for retention and renewal readiness
- Lead customers through the Customer Engagement Lifecycle (CEL)
- Monitor customer health, product usage, engagement trends, and lifecycle signals to assess adoption, identify risk, and determine appropriate intervention strategies
- Deliver value primarily through digital channels, including email, webinars, and targeted campaigns
- Proactively identify at-risk customers by analyzing usage patterns, engagement trends, and support interactions, and execute remediation strategies
- Ensure customers are positioned for successful renewals by maintaining engagement, reinforcing value, and addressing risks early
- Partner with Sales and Renewals teams as needed by providing usage insights, risk context, and customer history
- Contribute to internal best practices and customer success process improvements
What You Bring
- Bachelor’s degree or equivalent work experience
- 2+ years in Customer Success, Account Management, or similar role in enterprise SaaS
- Demonstrated experience managing a high volume of customer relationships using standardized processes and digital engagement methods
- Strong analytical skills with the ability to interpret product usage data, customer health indicators, and engagement trends
- Experience working with customer success platforms, CRM systems, and automation or AI-assisted tools to support customer engagement, insights, or workflow execution at scale.
- Ability to work autonomously, manage competing priorities, and execute consistently in a scaled, fast-paced environment
- Willingness to travel to State College, other U.S. Minitab locations, and customer sites
Remote employment will be considered in the following states:
PA, FL, OH, TX, NC, MI
Our Benefits:
HEALTH INSURANCE: Medical, Dental, and Vision Insurance is provided at no cost for full-time employees upon date of hire. Low co-pay pharmacy benefit and affordable family coverage plan is available. Short and Long Term Disability is fully paid by Minitab. Employee Assistance Program (EAP) - Provides guidance for personal issue and information on other Work Life Matters.
LIFE INSURANCE: Group Term Life Insurance is provided at no cost for full-time employees at three times employee base salary. Minitab provides eligible employees the opportunity to purchase Voluntary Life Insurance for themselves and eligible dependents at affordable rates.
RETIREMENT PLANNING: A 401k Retirement Plan with T. Rowe Price is provided with eligible employee contribution immediately. Minitab will match dollar for dollar up to the first 6% of employee’s contribution. Employees are fully vested in the Minitab, LLC 401(k) Retirement Plan upon date of hire.
PAID TIME OFF: Paid holidays, as well as 4 weeks of annual paid time off are provided. The annual paid time off increases one week every five years.
HIGHER AND PROFESSIONAL DEVELOPMENT: The pursuit of ongoing development is important and valued at Minitab. In support of this value, Minitab offers tuition and related expenses assistance for both higher education and other professional development.
FLEXIBLE SPENDING ACCOUNT: Medical and Dependent Care Reimbursement Accounts - Pre-tax Deductions. Parking and Transit - Pre-Tax Deductions.
HYBRID WORK SCHEDULE: We offer a hybrid work model for eligible positions.
PREMIUM BENEFITS: At our State College, PA Headquarters, there is an onsite gym, indoor swimming pool, yoga studio, movie theater, outdoor sand volleyball court, game room, arcade room and even a golf simulator. Personal training and nutrition counseling is available upon request.
This position is ineligible for visa sponsorship.
To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
