Customer Success Manager

Department

Customer Success

Reports to

Director of Customer Success, Strategic Accounts

About the role

The Customer Success Manager is responsible for building and managing customer relationships while leading the customer to full adoption of our products. This role plays a key part in developing strategic relationships with customers, achieving high NPS scores, and identifying expansion opportunities. The position involves proactive engagement in day-to-day account management, including strategic account planning and resolving customer success issues. The ideal candidate demonstrates a high attention to detail, a drive for customer success and satisfaction, strong articulation and credibility, and a metrics-driven approach.

Responsibilities

• Maintain strong customer relationships and ownership of customer success through metrics such as renewal rate and NPS.
• Drive strategic development of customer programs and pursue opportunities for improvement through expansion, enhancements, and operational improvements.
• Identify opportunities to increase revenue conversion.
• Establish initiatives to encourage customer growth and upsell opportunities.
• Create and drive value realization throughout the customer lifecycle.
• Proactively identify account risks and implement mitigation strategies.
• Collaborate with cross-functional partners to develop strategies and materials that improve the quality and efficiency of customer support.
• Work with CSM Leaders on business initiatives and other projects.
• Partner with the marketing team to identify customer advocates for feedback opportunities and case studies.
• Work with Finance teams to improve revenue predictability for customers.
• Assist in the hiring and training of Customer Success Managers.
• Perform other duties, assignments, and special projects as needed.

Qualifications

• At least 10 years of experience in account management or an equivalent role.
• Bachelor’s Degree or equivalent combination of education and experience preferred.
• At least 2 years of industry-related experience required.
• Proven proficiency in customer retention, presentation skills, and the ability to work independently to drive a virtual team toward customer success.
• Ability to align internal resources to meet customer requirements and deadlines.
• Proven track record of sustaining and growing complex customer relationships.
• Strong commercial instincts with leadership, teamwork, and cross-group collaboration skills.
• Self-starter with a positive attitude.
• Extremely organized with effective time management skills.