Customer Success Manager

Role Overview

The Customer Success Manager (CSM) helps Microvellum and INNERGY Engineering customers realize the full value of their investment. You act as a trusted advisor, driving product adoption and supporting long-term outcomes to improve retention and growth.

Responsibilities

• Own post-implementation customer relationships for a portfolio of accounts (Microvellum and INNERGY Engineering)
• Build trusted advisor relationships with executive sponsors, administrators, engineers, and end users
• Drive adoption through:
  • Strategic business reviews
  • Success planning
  • Training recommendations
  • Proactive engagement
• Monitor customer health, identify risks, and develop action plans to improve outcomes and retention
• Coordinate issue resolution by partnering with Technical Support and Professional Services; advocate for customer needs
• Identify expansion opportunities via additional training, consulting, products, and services
• Partner with Sales on renewals and expansion while ensuring a seamless customer experience
• Capture customer feedback and collaborate with Product to influence enhancements
• Maintain accurate customer health metrics, account plans, and activities within CRM
• Champion the voice of the customer across the organization

What Success Looks Like

• High retention, renewal rates, and strong product adoption
• Excellent CSAT and healthy customer relationships
• Accurate forecasting of risk and growth opportunities
• Ongoing executive engagement and effective account planning
• Customers who become advocates (“raving fans”)

Requirements

• 3+ years of Customer Success, Account Management, Professional Services, or related SaaS experience
• Experience managing a portfolio of B2B customers
• Strong consultative communication and relationship-building skills
• Ability to manage multiple priorities in a fast-paced environment
• Excellent problem-solving and project coordination