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

Customer Success Manager