Own the client relationship post-sale, serving as the primary point of contact for your assigned accounts
Hop on calls to manage client escalations, address concerns, and drive resolution quickly and professionally
Identify upsell and expansion opportunities within existing accounts and lead those conversations with clients
Monitor client health, engagement, and satisfaction — proactively flagging at-risk accounts and taking action before issues escalate
Coordinate internally with relevant teams to ensure client needs are being met and deliverables are on track
Maintain accurate records of client interactions, account status, and next steps in the CRM
Support clients through onboarding and ensure a smooth, confident start to the engagement

Must be available to work EST hours
Excellent spoken and written English — you'll be client-facing on calls regularly and communication quality is non-negotiable
Prior experience in a CSM, account management, or client-facing support role
Comfortable leading calls independently, including difficult conversations around escalations or commercial topics
Strong interpersonal skills — warm, professional, and able to build genuine rapport with clients
Organized and detail-oriented, with the ability to manage multiple accounts without things slipping through the cracks
Experience with CRM tools

Customer Success Manager

Key skills