Customer Success Manager

• Serve as the direct manager for the Customer Success Managers (CSMs)
• Provide hands-on coaching and guidance to CSMs
• Define individual CSM goals and KPIs
• Lead Team Meetings that inspire, align and drive connection
• Identify skill and capacity gaps within the team
• Implement and execute a standardized customer adoption and growth framework
• Partner with Sales and Product to identify and qualify expansion opportunities
• Formalize a process for CSMs to gather structured customer feedback
• Invest in strategic customer relationships by spending time with customers onsite

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