Customer Success Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities.
Requirements
- Lead client onboarding sessions and establish success criteria.
- Configure accounts, deliver product training, and ensure smooth implementation.
- Track early adoption metrics to identify gaps.
- Manage a portfolio of 20–40 active accounts, depending on client size.
- Serve as the primary point of contact for client stakeholders.
- Conduct regular check-ins and strategic reviews.
- Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards.
- Identify at-risk accounts early and execute playbooks to re-engage them.
- Deliver quarterly business reviews (QBRs) to align on goals and ROI.
- Triage support issues and escalate to technical teams as needed.
- Track resolution and ensure client satisfaction post-issue.
- Identify upsell/cross-sell opportunities based on client needs.
- Collaborate with sales teams to expand accounts while maintaining renewals.
- Track renewal pipeline and prepare contracts for review.
- Prepare reports on client health, usage, and renewal status.
- Capture client feedback and relay to product/engineering teams for improvements.
Benefits
- Paid Time Off
- 401k Matching
- Health Insurance
- Dental Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance
- Flexible Work Arrangements
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