Customer Success Manager

About the role

The Customer Success Manager is responsible for managing and growing relationships with assigned customers to ensure strong retention, customer satisfaction, and long-term value realization. This role serves as a primary post-sale relationship owner, working closely with customers to support adoption, monitor account health, facilitate renewals, and identify opportunities to strengthen engagement across the customer organization.

This individual will act as both a customer advocate and a strategic business partner, helping customers achieve desired outcomes while coordinating cross-functional internal resources to deliver a high-quality customer experience. The ideal candidate will have prior experience in a Customer Success Manager role and demonstrate strong relationship management, commercial awareness, and cross-functional collaboration skills.

Key Responsibilities

• Manage a portfolio of assigned customer accounts and serve as a primary point of contact for ongoing relationship management.
• Lead and coordinate contract renewal activities, including renewal planning, tracking, risk identification, and internal alignment to support successful and timely renewals.
• Monitor customer health through regular review of account activity, adoption trends, satisfaction indicators, and business outcomes.
• Proactively identify and mitigate retention risks by developing action plans and partnering with internal stakeholders to address issues in a timely manner.
• Build and expand relationships within customer organizations by identifying and engaging additional stakeholders, decision-makers, and champions.
• Help customers define, measure, and achieve value from the company’s products and services.
• Conduct regular customer meetings, business reviews, and success planning sessions to maintain engagement and align on objectives.
• Manage internal customer expectations by clearly communicating customer priorities, needs, and concerns to appropriate internal teams.
• Collaborate with Sales to support expansion opportunities within existing accounts, including identifying potential upsell or cross-sell needs and assisting with account strategy.
• Partner closely with Sales, Professional Services, Support, Product, Finance, and other internal teams to ensure a consistent and effective customer experience.
• Maintain accurate and timely customer records, account plans, renewal updates, and activity documentation in CRM and other business systems.
• Contribute to the development and continuous improvement of customer success processes, standards, and best practices.

Required Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent combination of education and relevant experience.
• Minimum 5 years of experience in a Customer Success Manager role or a similar customer-facing account management position.
• Demonstrated experience managing customer renewals and supporting retention efforts.
• Prior experience in a B2B software, technology, solutions, or services environment.
• Prior experience work in Government and/or Healthcare.
• Experience supporting account expansion, upsell, or cross-sell opportunities in partnership with Sales.
• Experience conducting executive business reviews and success planning with customers.
• Familiarity with customer success methodologies, health scoring, and value realization frameworks.

Preferred Experience

• Prior experience in a Customer Success Manager role or a similar customer-facing account management position.
• Experience supporting account expansion, upsell, or cross-sell opportunities in partnership with Sales.
• Experience conducting executive business reviews and success planning with customers.
• Familiarity with customer success methodologies, health scoring, and value realization frameworks.