Customer Success Manager

Accuris is a company that provides mission-critical intelligence for engineers, aiming to transform standards and supply chain data into AI-driven insights. They are seeking a Customer Success Manager to oversee customer satisfaction and retention, proactively identifying churn risks and enhancing customer engagement throughout the support experience.

Responsibilities:

• Own and drive customer retention outcomes, proactively identifying risks and executing strategies to reduce churn
• Develop and operationalize churn prediction models, customer health scoring, and risk segmentation frameworks
• Build and execute proactive retention playbooks (outreach, engagement campaigns, escalation paths)
• Partner closely with Sales on renewals, expansions, and at-risk account recovery
• Identify root causes of churn and drive cross-functional initiatives to address systemic issues
• Establish a structured approach to ongoing customer engagement across the lifecycle
• Build credibility and trust by deeply understanding customer requirements and consistently delivering value
• Define touchpoints, success milestones, and intervention triggers
• Ensure high-value customers receive proactive, strategic support
• Drive improvements in customer adoption, usage, and overall satisfaction
• Act as a trusted advisor, leveraging product expertise, industry knowledge, and best practices to guide customers toward success
• Partner with Sales to identify and support expansion and upsell opportunities within the existing customer base
• Redesign and optimize the customer support intake process, including channels, forms, routing logic, and prioritization
• Improve ticket triage accuracy, response times, and resolution quality
• Implement scalable workflows, automation, and self-service solutions (knowledge base, guided support, etc.)
• Reduce friction in how customers access support and ensure a consistent, high-quality experience
• Establish and enforce SLAs and performance standards across support operations
• Navigate and resolve complex or high-risk customer situations with confidence and accountability
• Translate customer insights into actionable improvements across Product, Marketing, and Content Services by building strong feedback loops that drive product enhancements, content improvements, and messaging alignment
• Partner with Product to prioritize fixes and features that directly impact retention
• Collaborate with Marketing and Content teams to improve customer education, onboarding, and self-service resources
• Define and track key metrics, including churn rate, retention rate, customer health, NPS/CSAT, and support performance KPIs
• Use data to identify trends, risks, and opportunities for improvement
• Build dashboards and reporting to provide visibility into customer experience and retention performance
• Continuously refine processes to improve efficiency, scalability, and outcomes
• Build, lead, and develop a high-performing customer support and retention team
• Establish clear goals, accountability, and performance expectations
• Coach team members on proactive engagement, customer communication, and problem-solving
• Foster a culture of customer obsession, ownership, and continuous improvement
• Demonstrate strong operational discipline with the ability to manage multiple priorities and workflows simultaneously

Requirements:

• 7+ years in Customer Success, Customer Support, or Customer Experience leadership roles
• Proven track record of reducing churn and improving customer retention
• Experience building or scaling support operations and intake processes
• Strong analytical skills with experience using data to drive decisions and outcomes
• Experience working cross-functionally with Sales, Product, and Marketing teams
• Experience in SaaS or subscription-based business models
• Familiarity with customer success platforms, CRM systems, and support tools
• Experience implementing customer health scoring or lifecycle management frameworks