As a Customer Success Manager, you will be the main point of contact for a portfolio of customer accounts and serve as a trusted advisor at the executive and operational levels throughout their customer lifecycle.
You will own the development and execution of multi-threaded account strategies, defining & overseeing customer journey plans, including retention & expansion initiatives that drive long-term value for each customer.
Establish trusted advisor relationships with key business stakeholders and executive sponsors.
Create alignment between customer objectives and long-term account strategy.
Lead strategic conversations focused on business outcomes and ROI.
Develop and execute comprehensive license deployment and customer journey plans for each customer to drive ROI attainment.
Proactively manage churn risk through data-driven insights and decisive action plans.
Partner with customers to define, track, and communicate ROI and value realization.

Proven ability to build trusted executive-level relationships and influence complex organizations
Strong experience owning account strategy, customer journey planning, and revenue outcomes (NRR)
Demonstrated success in driving retention, expansion, and measurable customer value in a SaaS environment
Strategic thinker with strong business acumen and consultative approach
Highly proactive, with the ability to anticipate risk and act decisively
Excellent communication, presentation, and stakeholder management skills
Collaborative leader who thrives in cross-functional environments
2+ years of experience in Customer Success, Account Management, or SaaS roles

Customer Success Manager

Key skills