Customer Success Manager

Threshold 360 has spent a decade building the world's largest platform for immersive 360° content. They are seeking a Customer Success Manager to own and grow customer relationships, define the customer success function, and drive retention and expansion revenue.

Responsibilities:

• Gross renewal rate and expansion revenue — you'll own these targets
• A proactive renewal cadence: structured 12-month touchpoints that add value and drive retention before it's ever at risk
• Customer onboarding, platform adoption, and ongoing training across your book of accounts
• Upsell and upgrade conversations — identifying opportunities and closing them in partnership with BD
• Product demos for existing accounts exploring new capabilities
• Direct input to the product roadmap — you'll represent the customer perspective to the team, not just log tickets
• CS infrastructure: define the processes, playbooks, and tools that will take us to the next level

Requirements:

• 2–5 years in SaaS customer success or account management with a demonstrable retention and renewal track record
• You've owned a renewal or expansion number - not just contributed to team goals
• A trusted advisor to your accounts - you build relationships with operators, not just inboxes
• Clear, confident communicator - comfortable presenting to hotel GMs, DMO directors, and venue operators
• Able to design new strategies for clients to maximize the value of Threshold360 content and solve their most pressing challenges
• You operate best in an early-stage environment where structure is still being built
• Technically curious with the ability to learn and clearly explain a visual, fast-evolving product
• Background in hospitality, tourism, entertainment, or an adjacent vertical is a strong plus