Customer Success Manager

Job Summary

Required Qualifications

• Own and manage post-sales customer relationships
• Drive platform adoption, customer satisfaction, and on-time renewals
• Build relationships across levels from end users to IT leaders and executives
• Establish trusted advisor status by understanding customer goals and positioning solutions
• Maintain an accurate view of customer health using usage metrics and engagement data
• Monitor health scores and take proactive actions to maintain or improve account health
• Partner with customers to define goals and KPIs and review progress regularly
• Analyze customer data and platform usage to identify opportunities to enhance experience
• Maintain consistent communication throughout the customer lifecycle and escalate risks as needed
• Create enthusiasm and momentum to support expansion and long-term engagement
• Proactively uncover new ways customers can extend platform use to solve evolving challenges
• Experience delivering business reviews and communicating value to stakeholders at multiple levels
• Strong understanding of customer health metrics and success indicators
• Ability to identify expansion opportunities through consultative relationship management
• Excellent written and verbal communication and presentation skills
• Strong organizational and time management skills with multi-account management
• Experience collaborating with Sales, Product, Support, Marketing, and Professional Services teams
• Customer-first mindset with problem-solving and conflict-resolution skills
• Ability to build trust and credibility with both technical and non-technical stakeholders
• Self-motivated and proactive in a fast-paced, evolving environment