Manage a portfolio of mid-sized and/or moderately complex clients
Monitor and analyze clients' Health Score
Lead recurring meetings with clients
Identify pains, risks and opportunities with clients
Build and execute success plans focused on retention, engagement and account growth
Analyze usage data and portfolio KPIs
Act proactively in response to risk signals
Develop relationships with client stakeholders
Work consultatively, supporting clients in the best use of the solution

Experience as a CSM, consultant or in a similar role at a technology/SaaS company
Experience managing a client portfolio or working with clients in moderately complex contexts
Knowledge of CS and SaaS metrics such as NPS, churn, adoption, expansion and health score
Strong verbal and written communication skills
Experience conducting CS rituals such as check-in meetings, executive presentations, action plans or training sessions
Experience working collaboratively with product, support, data and sales teams
Organized with good time management
Investigative and proactive mindset
Customer-focused, with emphasis on relationship-building, customer experience and value generation
Availability for travel and client visits

Customer Success Manager

Key skills