Customer Success Manager

Role Overview

• Own Enterprise Customer Relationships
• Serve as the primary relationship owner for a portfolio of enterprise accounts, building trusted partnerships with operational leaders and executive stakeholders.
• Lead customer onboarding, success planning, and long-term engagement strategies from post-sale through renewals.
• Drive Adoption, Value & Outcomes
• Develop and maintain customer success plans aligned to customer goals, maturity, and desired business outcomes.
• Monitor customer health, usage, and risk indicators, proactively driving engagement to ensure sustained adoption and value realization.
• Partner with customers to operationalize best practices and embed Rohirrim’s platform into day-to-day workflows.
• Renewal Ownership & Expansion Support
• Own the renewal process for assigned accounts, including forecasting, timeline management, stakeholder alignment, and risk mitigation.
• Partner closely with Sales on expansion opportunities, providing strategic insight, customer advocacy, and evidence of value to support growth.
• Lead executive business reviews (QBRs/EBRs) that reinforce ROI, outcomes delivered, and roadmap alignment ahead of renewals.
• Discovery & Strategic Alignment
• Lead structured discovery with customers to understand organizational goals, processes, and success criteria.
• Translate customer insights into tailored adoption strategies, recommendations, and success milestones.
• Cross-Functional Leadership
• Act as the voice of the customer internally, collaborating with Product, Sales, Support, and Training to influence priorities and improve the customer experience.
• Align customer feedback with product enhancements, service improvements, and go-to-market initiatives.
• Customer Enablement & Executive Engagement
• Deliver high-impact onboarding sessions, strategic workshops, and adoption reviews for enterprise customers (virtually and in-person).
• Maintain strong executive relationships, ensuring ongoing alignment, expectation management, and long-term partnership health.
• Gather & Share Insights
• Capture actionable feedback, success metrics, and usage patterns, sharing insights with Customer Experience and Product leadership.
• Contribute to internal best practices, playbooks, and scalable approaches for enterprise customer success.
• Be a Trusted Advisor
• Serve as a senior advisor to customers, helping them navigate change management, AI adoption, and process transformation.
• Provide thoughtful guidance and perspective to customers, colleagues, and leadership.

Requirements

• 5+ years of experience in Customer Success, Account Management, Consulting, or a related enterprise, customer-facing role.
• Demonstrated experience owning renewals and driving retention in an enterprise SaaS environment.
• Comfortable engaging with and influencing executive-level stakeholders.
• Strong ability to translate customer goals into actionable success strategies.
• Passionate about generative AI and its application to knowledge-intensive workflows.
• Thrives in a fast-paced startup environment with evolving processes.
• Strategic, organized, and execution-oriented.
• Clear, confident communicator with strong relationship-building skills.

Benefits

• Health insurance
• Professional development opportunities