Customer Success Manager

• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score)
• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
• Develop and implement strategic plans to prevent downsells and ensure customer retention.
• Proactively identify potential business leads for expansion opportunities.
• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
• Team with and establish shared accountability with adjacent functions including: Onboarding Specialists, Professional Services, Renewal Managers, and Sales teams.

Customer Success Director – Strategic Accounts

Customer Success Programs and Operations Manager

Client Success Associate – Spanish Speaker

Customer Success Consultant

Customer Success Manager – Maritime

Director, Customer Success Center