We’re looking for a Customer Success Manager who thrives at the intersection of
customer relationships, product adoption, and commercial growth. You’ll own a portfolio
of enterprise accounts, work closely with delivery, product, and sales teams to ensure
customers achieve real outcomes — and turn that success into long-term partnerships
and expanded revenue.
This role is for someone who genuinely enjoys being close to customers. You understand
their business, anticipate their needs, and know how to translate product value into
language that resonates with stakeholders at every level.
What You’ll Do
• Own a portfolio of enterprise accounts across the full post-sale lifecycle — from onboarding and go-live through ongoing success, renewal, and expansion.
• Build deep, trusted relationships with key stakeholders at each account, acting as their primary point of contact and internal advocate.
• Develop and maintain Customer Success Plans that connect product usage to each customer’s business goals reviewed regularly and updated as priorities shift.
• Run structured Monthly Business Reviews and Quarterly Strategic Reviews that demonstrate measurable value and strengthen executive relationships.
• Monitor account health across adoption, engagement, satisfaction, and support identifying risks early and addressing them before they become problems.
• Work cross-functionally with delivery, BA, product, and support teams to resolve issues, influence roadmap decisions, and ensure the customer experience remains coherent end-to-end.
• Identify expansion opportunities within your portfolio — building the commercial case using usage data, outcomes, and agreed success metrics and partner with sales to develop and close them.
• Manage renewals proactively: understand the risk landscape across your accounts well ahead of renewal dates, address root causes of dissatisfaction, and lead commercial conversations with confidence.
• Represent the voice of your customers internally feeding structured, portfolio wide insight into product and roadmap discussions, not just escalating individual issues.
• Lead, mentor, and support other CSMs on the team setting the standard for how great customer success looks in practice.