Customer Success Manager

Run structured kickoff calls, product walkthroughs, and milestone check-ins to drive registrations and first filings within 30 days. Monitor account health signals post-launch, surface new jurisdiction exposure during business reviews, and identify expansion opportunities with Sales. Serve as the first point of contact for customer escalations, triaging urgency and coordinating resolution across Support, Engineering, and Product. Own renewal forecasting and execution, flagging at-risk renewals with clear action plans. Track key metrics including time-to-value, CSAT, retention, and expansion revenue while partnering with Sales, Support, and Product to refine CS playbooks. Manage 20+ active accounts and an escalation queue to keep customers healthy and expanding.