Aspire

Customer Success Manager

• Cement the relationship with new and existing customers including: account growth, new product adoption, and renewals
• Develop a “consultant” perspective to client communications, questions, and meetings
• Lead and present at regular client meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies

• Own and manage a portfolio of parent enterprise accounts valued between $800K and $1M, with renewals distributed across all four quarters.
• Serve as the primary strategic advisor and trusted partner for your accounts, driving retention, satisfaction, and growth.
• Identify and execute expansion opportunities within your portfolio.
• Build strong, collaborative relationships with our Agency Services team to optimize outcomes for Hybrid accounts and identify opportunities to expand enterprise accounts into hybrid partnerships.
• Coach and mentor a team of Customer Success Managers on account strategy, growth initiatives, and best practices.
• Lead weekly account reviews to track progress toward key outcomes: retention, expansion, and attributable revenue generation.
• Support CSMs through customer escalations, complex renewals, and strategic planning challenges.
• Provide constructive feedback and performance insights to help team members continuously improve and succeed.
• Partner with leadership to identify and implement process improvements that enhance operational efficiency.
• Optimize team workflows to drive customer retention and elevate the overall customer experience.
• Document and champion scalable best practices across the Customer Success organization.
• Collaborate with the VP of Customer Success to synthesize customer feedback and communicate insights to Product, Sales, and other cross-functional teams.
• Influence product roadmap and strategic direction based on customer needs and market trends.

Customer Success Manager

Team Lead, Customer Success Manager