Customer Success Manager

CARET provides technology and automation solutions for legal and accounting firms, including practice management, document automation, and payment processing. The Customer Success Manager will act as a strategic customer partner while driving revenue expansion, upselling, product adoption, retention, and measurable business outcomes.

Responsibilities:

• Proactively identify, develop, and close upsell, cross-sell, and expansion opportunities within existing accounts
• Build and execute account growth plans aligned to customer goals and company revenue targets
• Continuously “hunt” for new use cases, departments, and stakeholders to expand product adoption
• Partner with Sales to convert expansion pipeline into closed revenue
• Own and manage a book of business with a growth quota or expansion target
• Serve as the trusted advisor to customers, ensuring alignment between their goals and product capabilities
• Build strong relationships with key stakeholders and decision-makers
• Drive product adoption, engagement, and long-term value realization
• Conduct regular business reviews focused on both performance and growth opportunities
• Monitor customer health and proactively mitigate churn risk
• Develop and execute retention strategies for at-risk accounts
• Ensure renewal readiness while positioning expansion opportunities
• Partner with Sales, Marketing, Product, and Support teams to drive customer outcomes and growth
• Provide customer feedback to influence product roadmap and go-to-market strategies

Requirements:

• 3–7+ years in Customer Success, Account Management, or Sales roles within a SaaS or technology environment
• Proven track record of carrying and exceeding expansion or revenue targets
• Strong hunting mindset with the ability to uncover and close growth opportunities
• Experience managing complex accounts and multi-threaded relationships
• Excellent communication, negotiation, and presentation skills
• Data-driven approach with the ability to identify trends and opportunities within accounts