Customer Success Manager

Responsibilities

• Own and manage a portfolio of strategic customer accounts after go-live
• Serve as the primary post-sale relationship owner and trusted advisor for assigned clients
• Build strong relationships with executive sponsors, operational stakeholders, and day-to-day users
• Create and maintain account plans that support adoption, retention, renewal readiness, and expansion
• Execute a structured Customer Success playbook, including regular client check-ins, business reviews, success planning, and proactive account management
• Lead Quarterly Business Reviews and Executive Business Reviews that communicate performance, adoption, value realization, risks, and next steps
• Maintain customer health using available data such as usage trends, order volume, support activity, renewal timing, stakeholder engagement, and client feedback
• Identify churn risk early and develop action plans to improve account health and retention
• Track client goals and outcomes to ensure customers receive measurable value from the platform
• Support renewal strategy and readiness for assigned accounts
• Partner with Sales and Account Management to identify expansion, upsell, and cross-sell opportunities
• Help improve retention, customer satisfaction, gross revenue retention, and net revenue retention outcomes
• Proactively identify opportunities to increase client engagement, platform utilization, and long-term account value
• Balance customer advocacy with business priorities and commercial discipline
• Work closely with Sales, Product, Support, Implementation, Engineering, and other internal teams to resolve client needs and improve the customer experience
• Cook up internal resources to address escalations, technical questions, service issues, enhancement requests, and adoption barriers
• Translate customer feedback into clear, actionable insights for internal teams
• Contribute to process improvement as the Customer Success function continues to mature

Qualifications

• 5+ years of experience in Customer Success, Account Management, Client Success, Strategic Account Management, or a related client-facing role
• Prior experience in SaaS, enterprise software, procurement technology, equipment rental, contractor services, fleet services, or related industries strongly preferred
• Proven ability to build trusted relationships with stakeholders at multiple levels, including executives
• Strong communication and presentation skills, with the ability to lead strategic client conversations and business reviews
• Commercially aware, with experience supporting renewals, retention, account growth, upsell, cross-sell, or expansion opportunities
• Strong enough technical acumen to understand platform functionality, integrations, customer workflows, and technical escalations, and to communicate those concepts clearly to clients
• Working knowledge of procurement workflows, supplier onboarding, punchout, cXML, EDI, integrations, or platform-based transaction models is a strong plus
• Experience using tools such as Salesforce, Jira, Confluence, Google Sheets, Google Docs, Gemini, Copilot, or similar systems
• Strong organizational skills with the ability to manage multiple accounts, priorities, meetings, and follow-up actions
• Comfortable working in a hybrid office environment, with required in-office presence Tuesday through Thursday
• Willingness to travel occasionally for client meetings, executive reviews, trade shows, or industry events