About Wellspring

Wellspring Worldwide, Inc. is a leading provider of web-based software systems for managing research, technology commercialization, and innovation operations for universities, companies, government agencies, and independent labs. Founded in 2003, Wellspring has grown to serve over 500 organizations globally, including Fortune 500 companies, SMEs, hospitals, and universities. The company’s flagship products—Sophia, Flintbox, and Zeto—enable organizations to manage the entire innovation lifecycle, from discovery and IP management to commercialization and knowledge transfer.

Position Summary

The Customer Success Manager plays a vital role in supporting enterprise customers throughout their lifecycle. This role is ideal for individuals who are passionate about customer service, enjoy problem-solving, and thrive in collaborative environments. As a CSM you own the end-to-end success of a dedicated portfolio of enterprise accounts. You are a trusted advisor, proactively identifying growth opportunities and mitigating churn risks. This role requires a balance of technical aptitude, relationship management, and the ability to translate customer goals into actionable success plans.

Key Responsibilities

Account Management

• Manage a full book of business, serving as the lead and advisor for assigned customers.

• Develop and execute comprehensive Customer Success Plans that align product capabilities with the customer’s business objectives.

• Proactively identify churn risks and develop “get well” plans

• Lead renewal conversations, identify expansion opportunities, and partner with Sales to finalize expansions

Customer Value Realization

• Educate customers on product features, updates, and best practices to maximize value and adoption.

• Track customer usage and engagement to identify risks, opportunities, and areas for improvement.

Customer Support

• Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests.

• Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention.

• Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools. 
  
  

Cross-Functional Collaboration

• Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary.

• Identify gaps in customer lifecycle and suggest improvements to internal workflows.

• Act as the ‘voice of the customer’ to Product, providing structured feedback and data-backed feature requests.

• Promote customer awareness of new features, enhancements, and recommended workflows. 
  
  

Qualifications

• Bachelor’s degree preferred, with 2-4 years of experience in Customer Success, Account Management, or a related SaaS role

• Strong communication and interpersonal skills with the ability to build positive customer relationships

• Proven ability to manage difficult conversations and build relationships with mid-level management at customer organizations

• Excellent problem-solving abilities and attention to detail

• Ability to prioritize tasks in a fast-paced, dynamic environment

• Enthusiastic, self-motivated, and eager to learn 
  
  

Preferred

• Familiarity with SaaS applications or enterprise customer environments

• Experience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight)

• Exposure to customer onboarding, support, or training activities