Customer Success Manager

• Build and maintain strong relationships across all customer stakeholder levels (C-suite to end users)
• Lead post-sale onboarding and implementation to drive product adoption and time-to-value
• Identify and qualify expansion opportunities, collaborating with sales teams to grow account ARR
• Own renewal strategy and execution, ensuring high retention rates and contract value preservation
• In partnership with Key Account Manager, develop and execute comprehensive account plans aligned with customer business objectives
• Monitor and analyse customer health metrics, usage patterns, and adoption trends to identify risks and opportunities
• Proactively engage with customers to understand their strategic direction and evolving needs, conducting regular business reviews, health checks, and strategic planning sessions
• Act as customer advocate internally while representing company interests externally
• Coordinate cross-functional teams (Support, Product, Engineering, Sales) to deliver customer outcomes
• Develop and implement customer training programs and enablement initiatives
• Manage customer-impacting programs (upgrades, migrations, product changes)
• Track and report on customer satisfaction, Net Promoter Score, and key success metrics

Customer Success Manager

Client Success Manager

Client Success Manager

Client Experience Manager

Client Success Operations Manager

Customer Success Representative – General CSR