Manager - Customer Success

- Set the strategic tone, direction, and supervision of how the Company works with its clients. This includes overseeing client needs, staffing, strategy, and quality of work in accordance with the company's issued process, policies and procedures.

- Support the customer success team to ensure quality execution that drives towards the client's business objectives and key metrics

- Management of customer expectations and be a focus point for customer issues

- Increase ARR across existing accounts through the execution of growth / upsell strategies

- Drive retention for each account through customer advocacy, increased usage and adoption strategies

- Travel onsite to conduct client business meetings and trainings as required

- Ensure that all projects are delivered on-time, within scope

- Track progress of any project plans to ensure customer satisfaction - escalate and resolve as appropriate

- Manage the relationship with the client and all key stakeholders, including the Economic Buyer and/or Executive Sponsor.

- Establish and maintain relationships with third parties/vendors