ChartHop

Customer Success Manager

• Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk
• Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus
• Initiate renewal discussions and fully own renewal narrative, strategy and execution
• Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved
• Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information
• Define and track customer success metrics tied to each customer's business goals — not just platform usage
• Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal)
• Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules
• Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps
• Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation
• Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity
• Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering
• Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication

Senior Customer Success Manager