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Customer Success Manager

• Lead, coach, and develop the TSM team, defining best practices and operating standards
• Own key-customer GRR and the technical-outcome metrics you define with Product
• Ensure a technical read on every Enterprise upgrade prospect before outreach, and co-author the technical sections of proposals
• Drive onboarding setup, Workload Unit (WU) optimization, and quarterly architecture reviews for strategic accounts
• Own the escalation protocol: triggered at 48hr+, business-critical, or infrastructure issues, with documented root cause and written close-out
• Partner with Account Management, Customer Success, Product, and Engineering to de-risk complex implementations

Manager, Technical Success

• Drives NRR, GRR, and agency revenue goals for the commercial segment
• Lead and develop the Account Management, Customer Success, and Partner Success teams
• Execute and refine the AM upgrade motion (Standard → Enterprise): identification from billing signals, research-backed outreach, discovery, and warm AM→CSM handoff
• Own the CSM lifecycle: onboarding (0–60 days), steady-state check-ins and QBRs, expansion to CSQL threshold, and renewal plays segmented by health (green/yellow/red)
• Partner with Technical Success to ensure complex accounts are scoped, de-risked, and technically healthy
• Work with Success Operations to translate intelligence and risk signals into commercial action
• Deliver pipeline, forecast, and retention reporting to senior leadership, driving accountability and surfacing risks and opportunities in real time.

Senior Manager, Commercial Success

• Own renewal health, executive relationships, and proactive churn risk for your accounts; carry GRR for your book
• Run onboarding (0–60 days): kickoff in week 1, a written success plan within 48 hours, and day-30/day-60 milestones, with TSM support in parallel
• Drive steady-state engagement through monthly signal-driven check-ins and QBRs with executive attendance
• Identify expansion opportunities to the CSQL threshold and hand off to Account Management for commercial close
• Manage renewals starting 90 days out, with plays segmented by account health (green: formality; yellow: joint with Head of Renewals; red: escalated recovery)
• Partner with Technical Success on escalations and architecture health, and surface customer feedback to Product