Manager - Customer Success

Description:

- Unlike a traditional support role, the CSM is a strategic partner.

- You will manage the post-sales relationship, moving beyond reactive troubleshooting to proactive success planning.

- Your goal is to drive product adoption, ensure high retention rates, and identify opportunities for account expansion, ultimately turning customers into lifelong brand advocates.

Key Responsibilities:

Relationship Management & Advocacy:

- Trusted Advisor: Act as the main point of contact for a portfolio of accounts, building deep relationships with key stakeholders and executive sponsors.

- Onboarding Excellence: Lead the initial onboarding process, ensuring a smooth transition from Sales and a fast "Time-to-Value" for the customer.

- Voice of the Customer (VoC): Synthesize customer feedback and pain points to advocate for feature requests and product improvements with our Product and Engineering teams.

Strategic Growth & Retention:

- Success Planning: Collaborate with customers to define their business goals and create a "Success Roadmap" to achieve them using our platform.

- Quarterly Business Reviews (QBRs): Conduct regular strategic meetings to review progress, demonstrate ROI, and align on future objectives.

- Churn Mitigation: Identify "at-risk" accounts early through usage data and health scoring, implementing intervention strategies to ensure renewals.

- Expansion: Partner with the Sales/Account Management team to identify opportunities for upselling and cross-selling based on customer needs.

Experience: 5-7+ years in Customer Success, Account Management, or Consulting (SaaS experience preferred).

Tools: Proficiency in CRM software (Salesforce/HubSpot) and Customer Success tools.

Data Literacy: Ability to analyze usage data and translate it into actionable insights.

Communication: Exceptional presentation and negotiation skills; ability to command a room of executives.

Education: Bachelors degree in Business, Communications, Marketing, or a related field