Consensus

Customer Success Manager

• Drive retention and growth within the down-market business segment
• Provide insights to customers to ensure proper Adoption & ROI (Consultative Approach)
• Proactively contact struggling customers to provide guidance/best practices
• Comfortable training/presenting to large teams
• Ability to proactively understand customer needs and respond accordingly
• Successfully manage and overcome customer objections
• Help monitor and respond to customer requests through Chat
• Consistently log activities as well as update/maintain account info in CRM
• Create necessary training materials specific to your customer’s needs
• Can work remotely (long-term) and self-manage

Associate Customer Success Manager

Marketing

• End-to-End Campaign Execution: Build and launch creative multi-channel campaigns (email, LinkedIn, webinars, and direct mail) to drive customer engagement and demand generation.
• Creative Storytelling: Weave together compelling narratives that ground campaigns across personas and channels.
• Content Coordination: Collaborate with the brand team to develop high-performing assets, including content, ad copy, and email templates.
• Repurpose key existing assets into high-performing ads and email campaigns.
• Campaign Reporting & Optimization: Monitor campaign performance daily. You’ll be expected to report on metrics such as direct sourced and influenced pipeline, suggesting tweaks to improve ROI.
• Lifecycle Campaign Management: Own the execution of scaled customer communications, including onboarding sequences, new feature announcements, newsletters, and adoption nurture tracks to reduce churn.
• Expansion & Upsell Marketing: Execute data-driven campaigns targeting existing users for product upgrades, cross-selling, or seat expansion to increase Net Retention Rate (NRR).
• Customer Reporting & Optimization: Track and report on customer engagement metrics: CTR, CQL (Customer Qualified Leads), feature adoption rates, and the impact of marketing on expansion pipeline.

Marketing Campaign Specialist

Revenue Operations

• Own and administer the core Client Success technology stack (driven largely in HubSpot), ensuring these systems sync seamlessly with Sales and Marketing tools to maintain a unified revenue engine.
• Partner with leaders across Client Success, Sales, and Marketing to design workflows that ensure a smooth “hand-off” from closed-won deals to onboarding and long-term retention.
• Optimize operations across the entire customer journey, focusing on onboarding and adoption while identifying expansion signals that Sales can act upon.
• Build and maintain dashboards that provide a 360-degree view of the customer, linking CX performance metrics (retention, health) to top-line revenue goals.
• Proactively identify friction points in the customer lifecycle to reduce manual work, improve data hygiene, and automate the “reneal-to-lead” feedback loop.
• Serve as a trusted operational partner, helping all revenue-facing teams work more efficiently through smarter automation and cleaner data.

Revenue Operations Analyst

Manager

• Proactive outreach to current customers to negotiate and drive early renewal conversations
• Ensure renewals and corresponding customer data in CRM are in compliance with terms of the contract, current usage and license counts, and yearly price increases
• Work strategically with Sales to identify upsell opportunities across the customer base to achieve a net retention number over 100%
• Negotiating directly with customers on specific terms and conditions within their contracts
• Assist CS Leadership with Monthly/Quarterly/Yearly renewal forecasts
• Strategize with CS/Sales counterparts to identify and create action plans for at-risk customers
• Prepare renewal letters, amendments, and contracts based on the client’s needs
• Achieve an +85% gross revenue retention yearly
• Conduct post-cancellation interviews with clients to identify strengths and weaknesses
• Work with the CS/Product teams to pass feedback from customers regarding feature enhancements, gaps or areas of improvement
• Assist finance through the procurement process of renewals as well as helping collect delinquent or unresponsive customer accounts

Associate Customer Success Manager

Marketing Campaign Specialist

Revenue Operations Analyst

Renewals Manager