Lead customers through structured, time-based success milestones: Onboarding & Implementation – ensure fast, efficient product adoption and alignment with customer goals.
Mid-Contract Health Checks – evaluate ROI, surface opportunities, and ensure ongoing alignment.
Renewal Preparation (6+ months out) – forecast risks/opportunities early and drive value realization to support renewal.
Manage trigger-based engagements, responding to significant changes in product usage (spikes, drop-offs, plateaus) and product expansion indicators (new teams, new use cases).
Build strong customer relationships with key decision-makers, influencers, and power users.
Conduct strategic business reviews to highlight value, impact, and customer outcomes.
Create tailored success plans outlining goals, adoption strategies, KPIs, and measurable results.
Guide customers toward best practices and workflows that drive faster time-to-value.
Continuously monitor customer health using data insights, usage analytics, and customer behavior.
Identify expansion opportunities based on customer adoption, maturity, and needs.

3+ years of experience in Customer Success, Account Management, or Consulting within a SaaS or technology environment.
Demonstrated success working with mid-market customers
Strong ability to interpret customer data and translate insights into actionable recommendations.
Proven experience managing complex customer lifecycles, including onboarding, adoption, and renewal.
Excellent communication, presentation, and stakeholder-management skills.
A proactive, analytical mindset with a passion for customer value and continuous improvement.
Ability to stay organized and prioritize in a fast-moving, dynamic environment.
Familiarity working in matrix organization

Customer Success Manager

Key skills