Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion.
Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact.
Develop and execute account plans that drive long-term growth, product adoption, and commercial expansion.
Identify and close upsell and cross-sell opportunities across the Swap product suite, partnering closely with Sales where required.
Lead complex escalations, coordinating internal teams to resolve issues quickly while maintaining customer confidence.
Run structured, high-impact QBRs and strategic check-ins, tying product value to customer business outcomes.
Collaborate cross-functionally with Product, Support, Onboarding, and Finance to deliver against customer goals.
Maintain accurate forecasting, account health tracking, and CRM hygiene for your book of business.

Proven experience managing and growing a strategic or enterprise book of business in a SaaS environment.
Strong commercial acumen with a track record of driving upsell, expansion, and retention in complex accounts.
Excellent stakeholder management skills, with confidence engaging senior external and internal stakeholders.
Experience handling escalations calmly and effectively, balancing customer advocacy with commercial priorities.
Strategic thinker who can translate customer goals into clear account plans and execution.
Comfortable working in a fast-paced, scaling startup with evolving processes and ambiguity.
Strong communication skills, both written and verbal, with the ability to simplify complex topics.
Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Vitally, Zendesk or similar).

Customer Success Manager

Key skills