autone

Customer Success Manager

• Own the onboarding journey as a project lead, coordinating internal teams (e.g. Tech Integration, Customer Experience) and client-side stakeholders to manage timelines, dependencies, and clear ownership.
• Drive onboarding with a strong focus on early value realisation, ensuring delivery milestones translate into tangible, measurable outcomes for the customer.
• Own customer activation as a critical commercial milestone, validating that customers are fully activated, positioned for sustainable adoption, and ready to transition into long-term run and renewal.
• Ensure activation criteria are clearly defined, demonstrated, and formally validated before closing the onboarding phase.
• Own the customer relationship post-activation, covering run, adoption, governance, and renewal preparation.
• Actively drive adoption by staying close to customer usage patterns, day-to-day workflows, and operational realities.
• Build and maintain a multi-layer engagement strategy across executive sponsors, decision-makers, and operational users, supported by a clear and continuously updated stakeholder power map.
• Foster strong, trust-based customer relationships through meaningful engagement, including executive check-ins, on-site meetings, and in-person interactions.
• Lead structured governance moments such as QBRs, using them to: Review progress against agreed goals; Demonstrate value delivered; Re-align priorities; Secure ongoing executive sponsorship.
• Proactively identify and manage risk signals (e.g. disengagement, detractors, sponsor loss, adoption slowdowns), translating them into clear, structured action plans.
• Own renewals and contract milestones, ensuring renewal decisions are grounded in demonstrated value, achieved outcomes, and strong stakeholder buy-in.
• Own net retention performance across your portfolio, independently defining and executing strategies to meet and exceed retention targets.
• Identify and support expansion opportunities (upsell / cross-sell) where aligned with customer goals and proven value delivery.