Customer Success Manager
RemoteUnited States
Job Summary
Drive engagement through consistent communication with strategic stakeholders to ensure product adoption and strong client retention at renewal. Facilitate Customer Objective Reviews and strategic partnership planning while accurately forecasting renewal risk 12–18 months out. Own the renewal process starting 120 days in advance, structuring options and negotiating with procurement to close deals on time. Identify upsell and expansion leads by leveraging existing relationships to add licenses, new products, or professional services in coordination with account executives. Monitor priority escalation tickets for prompt resolution and coordinate onboarding for new clients within the Data Integrity Suite. Manage 40+ accounts with a focus on land-and-expand strategies, utilizing AI tools to surface at-risk accounts and draft renewal communications.
Required Qualifications
- Bachelor's degree in business or related field
- 5+ years managing 'land-and-expand' account strategies in a Customer Success role
- Demonstrated history of strong client retention through client engagement and renewal negotiation strategies
- Must be a self-starter, able to work autonomously and with minimal supervision
- Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently
- Ability to escalate customer issues by aligning and communicating with internal resources
- Strong interpersonal skills and ability to work in matrixed organizations
- Experience leading and executing customer meetings and events
- Skilled in communicating with C-level suite of organizations
- Results-oriented with a focus on customer satisfaction and retention
- Travel is required for client engagements and company events
- Uses AI to surface at-risk accounts and usage signals
- Drafts QBR narratives and renewal communications with AI assistance
- Experience with AI-powered support deflection or escalation routing
- Synthesizes product feedback at scale using AI summarization
Desired Qualifications
- Familiarity with Copilot and Claude preferred
- Previous experience in the enterprise data and analytics market
- Data catalog, metadata management, data quality and/or data analytics markets
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