Customer Success Manager

• Lead, mentor, and develop a team of Customer Success Managers, fostering a high-performance, customer-first culture.
• Drive customer retention and satisfaction through scalable processes, metrics, and best practices.
• Partner with Sales, Product Management, Support, and Engineering to ensure customer needs are represented and met.
• Develop, monitor, and analyze team performance metrics (utilization, retention, NPS, renewals) and drive continuous improvement.
• Standardize and optimize customer lifecycle processes, tools, and reporting (Salesforce, Vitally, etc.).
• Oversee quarterly business reviews, renewals, and escalation management.
• Serve as a senior point of contact for key customers when required.
• Provide strategic insights to leadership regarding customer health, risks, and growth opportunities.
• Travel as needed to support team members and customer engagement (estimated 10–15 trips per year).

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