CYPHER Learning

Customer Success Manager

• Own a portfolio of strategic and enterprise customers, with accountability for retention, renewal outcomes, and expansion.
• Lead end-to-end renewal strategy, including executive alignment, commercial negotiations, and order execution.
• Build and maintain executive-level relationships, positioning yourself as a trusted advisor to key stakeholders.
• Develop and execute account success plans aligned to customer goals, business outcomes, and measurable value.
• Drive adoption and value realization across customer organizations to support long-term success and renewal strength.
• Lead Executive Business Reviews (EBRs) and strategic planning sessions that reinforce value and uncover growth opportunities.
• Proactively identify risks and implement mitigation strategies to protect renewals and customer health.
• Identify and drive expansion opportunities, including upsell and cross-sell, in close partnership with Sales.
• Partner cross-functionally with Product, Support, and other teams to align on priorities and deliver customer outcomes.
• Serve as the voice of the customer, translating insights into actionable feedback that informs product and experience improvements.
• Track and manage key performance indicators, including customer health, adoption, retention, and growth.
• Act as a senior escalation point for complex customer situations, driving resolution and preserving customer trust.

Senior Customer Success Manager