Customer Success Manager

• Build, scale, and lead the Customer Success Managers team and Service Desk team.
• Define strategy, metrics, and processes to drive retention, expansion, and customer satisfaction.
• Partner with Product and Sales leadership to bring the voice of the customer into the business.
• Oversee onboarding, adoption, health tracking, and flag renewal or churn risk.
• Build playbooks for renewals, expansions, and proactive engagement; ensure CSMs act as trusted advisors.
• Support proactive engagement campaigns, regular check-ins, and status updates.
• Identify potential product add-ons or service upgrades within portfolio.
• Ensure a high-quality, responsive support function with clear SLAs; implement ticketing, escalation, and resolution tooling.
• Drive continuous improvement and knowledge sharing; provide regular reporting to leadership.
• Plan and coordinate customer-facing webinars with external agency; draft and distribute newsletters and maintain social media presence.

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