AwardSpring

Customer Success Manager

• Own customer outcomes.
• Manage a personal book of ~200 accounts.
• Drive adoption, renewals, and expansion revenue across scholarship management and donor management product lines.
• Lead and develop the CSM team.
• Coach, mentor, and manage 1 CSM, with intent to expand as the company grows.
• Run 1:1s, build competency frameworks, and set the bar for customer engagement quality.
• Drive net revenue retention.
• Own the NRR target for the CS org.
• Identify at-risk accounts early, run the renewal risk playbook, and personally handle high-stakes renewal conversations.
• Spot and activate expansion opportunities.
• Identify cross-sell candidates, generate qualified introductions, and partner with Sales on upsell motions.
• Build the customer health model.
• Define and instrument customer health scoring using login data, feature adoption, support interactions, NPS, and scholarship cycle position.
• Move from gut feel to data-driven prioritization.
• Design and optimize lifecycle automations.
• Build HubSpot sequences for onboarding, adoption check-ins, renewal prep, and expansion outreach.
• Decide what gets automated vs. what stays personal.
• Be the customer voice internally.
• Surface product feedback, recurring pain points, and feature requests to Product and Engineering.
• Translate customer patterns into actionable insights.
• Cultivate customer advocacy.
• Build a referral pipeline, develop case studies and testimonials, and grow the customer community.

Customer Success Lead