Customer Success Manager

• Serve as the primary point of contact for a pooled portfolio of core (mid-sized spend; non-strategic) accounts, focusing exclusively on retention, adoption, and satisfaction.
• Drive customer engagement through proactive, repeatable touchpoints that maximize platform usage and value realization.
• Partner with sales to drive account expansion; while the CSM is not responsible for growth, there are financial incentives in place to identify potential growth opportunities
• Implement structured processes to maintain consistent communication and engagement across the pooled account portfolio.
• Partner closely with Finance to resolve payment disputes, escalations, and account issues.
• Monitor account health and identify opportunities to improve customer engagement and retention.
• Direct customers to the platform for commercial transactions or negotiations, without involvement in sales activities.
• Collaborate with Support and Product teams to advocate for customer needs and improve processes.
• Act as a true customer champion - focused entirely on helping customers succeed.

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