commonsku

Customer Success Manager

• Drive Relationship Success: Act as the primary strategic partner for a portfolio of customers.
• Host business reviews to align their goals with commonsku’s evolving features and promote new and existing feature adoption, ensuring customers maximize the value of the platform and their licenses.
• Lead Enterprise Growth: Onboard and train new enterprise accounts to ensure a seamless start, and serve as the dedicated CSM for accounts converting to our Enterprise tier.
• Technical Partnership: Liaise and advise customers on API and webhook functionality, explore integration ideas and visions to help them achieve their platform objectives, troubleshoot technical hurdles and provide regular customer feedback to Product teams to enhance future functionality.
• Growth & Retention: Monitor account health and pursue opportunities for deeper feature adoption and package upgrades to reduce churn and increase "stickiness."
• Voice of the Customer: Collect and share customer feedback with Product and Engineering to influence the roadmap and partner with Marketing for case studies and community stories.
• Strategic Evolution: Participate in internal projects to optimize success workflows, such as automating tasks and enhancing the overall client experience.

Senior Customer Success Manager