Build and maintain trusted relationships with executive stakeholders of our customers, acting as their strategic advisor to drive long-term success
Lead Executive Business Reviews to ensure alignment between the customer's business objectives and Procurement Partners' solutions, presenting value-driven insights and strategic recommendations
Develop and execute strategic success plans tailored to the specific goals of each enterprise customer, focusing on driving product adoption, retention, growth, and business outcomes
Proactively identify and address business risks or barriers to adoption by leveraging internal resources (Support, Product, Engineering) and fostering cross-functional collaboration
Identify churn risks early and implement mitigation strategies that are proactive, data-informed, and customer-centric
Drive expansion opportunities in partnership with Sales and proactively contribute to account growth planning
Actively use customer data and platform insights to recommend improvements, ensure usage growth, and deliver measurable impact
Serve as the voice of the customer internally, advocating for product enhancements that improve customer experience and drive adoption

3+ years of experience working as a Customer Success Manager or Account Manager with enterprise-level customers, preferably in a SaaS environment
Demonstrated experience managing complex, multi-stakeholder relationships at the C-suite and senior executive levels
Strong understanding of SaaS value drivers and success metrics (e.g., retention, NRR, product adoption)
Proven track record of developing and executing strategic success plans that drive measurable business outcomes for enterprise customers
Excellent communication and presentation skills with the ability to translate technical solutions into business impact
Experience working in the healthcare or procurement industries is a plus, with an understanding of how technological solutions can solve industry-specific challenges
A track record of delivering results through structured planning, cross-functional alignment, and a bias for action
Highly analytical and strategic mindset, with the ability to connect customer goals with Procurement Partners' product offerings and market trends
A proven ability to manage escalations with urgency, leading cross-functional teams to ensure customer satisfaction and long-term retention
Strong organizational and time-management skills, with the ability to manage multiple high-impact projects and priorities simultaneously
A passion for customer success, innovation, and continuous learning
Willingness to travel up to 10% for in-person customer engagements

Customer Success Manager

Key skills