Customer Success Manager

Own end-to-end customer relationships as the primary post-sale contact and trusted advisor; drive customer retention and reduce churn by monitoring account health and executing intervention strategies; influence renewals and revenue growth through ROI demonstrations and expansion opportunities; lead onboarding and value realization to achieve time-to-value milestones; drive product adoption and expansion readiness via usage insights and enablement; coordinate cross-functional support with Support and Product for technical needs; track and report customer success metrics to inform actions; consult with end users to determine needs, analyze and troubleshoot issues, and translate requirements into development change requests; serve as liaison between customer and developers to ensure needs are met; may participate in upgrade testing and training; assist customers via phone, video, or email; implement system changes during onboarding and post-live; manage ticketing to ensure timely resolutions; maintain confidentiality and adapt to changing priorities; occasional travel may be required.