Customer Success Manager

• Lead, coach, and develop a high-performing team of CSMs in managing strategic accounts and achieving renewal and expansion targets.
• Establish team goals and performance benchmarks aligned to client retention, revenue growth, and product adoption strategies.
• Drive operational excellence through consistent forecasting, pipeline management, and performance reporting.
• Lead strategic renewal and expansion negotiations for complex or high value accounts, modeling effective deal strategy for the team.
• Partner closely with Sales, Product, and Marketing stakeholders to identify growth opportunities, enhance customer experience, and inform go-to-market strategies.
• Foster a culture of accountability, collaboration, and continuous improvement through regular coaching, feedback, and engagement initiatives.
• Serve as an escalation point for complex client issues, ensuring resolution and protecting key relationships.
• Monitor performance metrics and coach team members to meet or exceed targets, supporting both individual and collective success.

Manager, Client Success

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Head of Strategic Customer Success – Americas