Customer Success Manager

Ensure good customer health of client books by executing ongoing adoption improvement plans including onboarding, web training, and email campaigns. Manage client renewals, maintain regular contact with key decision makers, and schedule stewardship meetings. Work across the firm to drive resolution of identified issues, collaborate with Success Consultants on day-to-day requests, and articulate client needs to develop proposed solutions. Identify upsell and cross-sell opportunities, map stakeholders to personas, and partner with Account Executives during Quarterly Business Reviews to create growth strategies. Execute corrective action plans for at-risk customers and track results while following escalation procedures.