Customer Success Manager

Suzy is the leading real-time market research and insights platform, and they are seeking a commercially driven Client Success Manager to own onboarding, adoption, and first-term renewals within the Net New Commercial segment. This role is directly accountable for driving time-to-value, retention, and expansion readiness across a portfolio worth approximately $5M in ARR.

Responsibilities:

• Lead high-impact onboarding to ensure rapid activation and early business wins
• Drive adoption of Suzy’s AI-powered SaaS platform and embed it into customer workflows
• Own customer outcomes and retention across a ~$5M book of business
• Develop success plans aligned to executive KPIs and business objectives
• Proactively identify churn risk and implement mitigation strategies
• Own and close first-term renewals, partnering with Sales as appropriate
• Surface and qualify expansion opportunities for the Commercial team
• Deliver executive-level business reviews demonstrating measurable ROI
• Leverage CSM automation workflows and scalable processes to efficiently manage and grow your portfolio
• Partner cross-functionally with Sales, Product, and Support to optimize the customer lifecycle

Requirements:

• 3–5+ years of experience as a SaaS or AI Client Success Manager (required)
• Proven experience managing and renewing significant ARR portfolios
• Demonstrated success driving retention and influencing revenue outcomes
• Experience or knowledge of consumer insights or market research preferred
• Experience supporting enterprise or mid-market SaaS customers
• Ability to translate AI and data platform capabilities into measurable business results
• Strong executive communication and presentation skills
• High ownership mindset and comfort operating in a performance-driven environment
• Experience working within structured customer lifecycle and automation workflows