Growth Customer Success Manager (CSM)

About the role

We are seeking a Growth Customer Success Manager to own and grow multi-level relationships with mid-market customers and franchise networks using the WorkBright platform.

Responsibilities

• Manage a portfolio of mid-market customers as a strategic owner, driving retention and revenue growth through proactive engagement, targeted account strategies and a deep understanding of each customer's business goals and success metrics.
• Handle role-specific challenges independently, drawing on strong knowledge of team resources, processes, and tools built through diverse project experience.
• Actively experiment with AI tools relevant to your role; share learnings with teammates and incorporate AI into day-to-day work where it adds value.
• Achieve Net Revenue Retention (NRR) goals through upsell, cross-sell, and renewal readiness.
• Own and maintain a proactive renewal and expansion pipeline, providing regular forecast updates to leadership that reflect account health, growth opportunities, and prioritized next steps - surfacing blockers early and aligning internal resources to protect and accelerate revenue outcomes.
• Leverage automation within Vitally and Intercom to manage playbooks, monitor support tickets, and identify at-risk accounts.
• Manage account renewals and mitigate churn through proactive engagement utilizing multiple data sources (i.e. CSAT scores, platform utilization, and AI agents).
• Maintain a Renewal Preparedness Rate of 60+ days pre-renewal for all accounts.
• Conduct data-driven adoption and health reviews, identifying risk and expansion opportunities.
• Monitor playbook-driven outreach and complete risk indicator projects within one week of deadline.
• Partner with Sales to identify, log, and progress upsell opportunities; track all expansion conversations.
• Provide customer insights and structured feedback to inform roadmap and marketing initiatives.
• Participate in product promotions (webinars, lunch and learn events, franchise workshops, etc) to support both new sales and upsell opportunities.
• Utilize WorkBright tech stack (including but not limited to Salesforce, Quoter, Vitally, and AI agents) to manage accounts, maintain updated stages and account health and forecast opportunities.
• Represent the "voice of the customer" internally and contribute thought leadership externally (e.g., case studies, business reviews).

Qualifications

• 3–5+ years of experience in Customer Success, Account Management, or Consulting within SaaS or technology.
• Proven success managing a mid-market or growth-tier portfolio.
• Data-driven mindset with ability to translate health and usage data into action.
• Comfortable working in a 60–70% automated environment (AI workflows, task automation, Intercom Fin), reflecting a working split of roughly 80% in the business and 20% on the business.
• Excellent organizational and prioritization skills; able to manage high-volume portfolios efficiently.
• Strong communication and relationship-building skills across operational and management levels.
• Experience using tools like Salesforce, Vitally, and AI-driven playbooks to manage renewals and identify opportunities.
• Highly proactive and resourceful with a growth mindset and strong accountability.
• Strong consultative and problem-solving skills; ability to align solutions with customer needs.
• Excellent communication and presentation skills, including executive-level delivery.
• Experience in digital transformation, change management, or complex adoption strategies preferred.
• Willingness to travel for client meetings, business reviews, and industry events as needed.
• Proven track record of exceeding assigned KPIs such as quota or customer satisfaction scores, preferably within a SaaS company with a B2B product, preferred.
• Strong technical aptitude. Expect above-average skills in Google for Business or other similar platforms.