Customer Success Manager

• Support Account Managers by partnering closely to align on account strategy, renewals, and growth opportunities, while Account Managers retain account ownership.
• Manage and resolve assigned tickets related to customer sentiment, churn risk, and account health—not technical support issues.
• Proactively monitor accounts to identify risks and implement mitigation strategies to drive retention and customer success.
• Act as a technical resource, able to source information, solution answers, and guide customers through best practices and product capabilities.
• Coordinate with Product, Support, Sales, and Implementation teams to ensure customer needs are addressed and no client goes unanswered.
• Contribute to process improvements and team initiatives to enhance the customer experience for the SMB & Mid Market segment.
• Meet or exceed key performance indicators (KPIs) related to churn risk management, account health, and retention.

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