Customer Success Manager

Role Overview

Own and grow relationships with enterprise customers throughout their lifecycle. Serve as a trusted advisor who helps customers adopt, expand, and achieve long-term success with a leading digital platform.

Responsibilities

• Manage enterprise customer relationships focused on adoption, retention, and growth.
• Partner with customers to understand goals and deliver measurable business outcomes.
• Lead onboarding and ongoing engagement: product education, activation, adoption, and strategic recommendations.
• Monitor customer health, usage trends, and engagement metrics to identify risks and opportunities.
• Develop and execute strategies to improve retention, increase product adoption, and drive account expansion.
• Identify renewal and growth opportunities; support negotiations and account progression.
• Run business reviews and share insights, trends, and recommendations with leadership and teams.
• Collaborate with Sales, Support, Product, Marketing, and Community to improve the overall customer journey.
• Translate customer feedback into actionable insights that inform product enhancements and customer success initiatives.

Requirements

• Customer-focused experience in Customer Success, Account Management, or a customer relationship-focused role (preferably in technology/SaaS).
• Demonstrated ability to drive adoption, expansion, and renewals.
• Strong relationship-building skills and stakeholder management to establish trust.
• Data-literate mindset: interpret customer data, identify trends, and make data-informed recommendations.
• Strong organization/process management and ability to handle multiple priorities in a fast-paced environment.
• Excellent written and verbal communication; able to explain technical concepts to non-technical audiences.
• Problem-solving mindset with curiosity and passion for improving customer experiences.
• Ability to collaborate effectively in a remote cross-functional setting.

Nice to Have

• Comfort influencing product improvements based on customer insights (implied by cross-functional collaboration expectations).