Heretto

Customer Success Manager

• Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC
• Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance
• Identify and execute upsell opportunities in partnership with Sales
• Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across accounts
• Build trusted relationships with all stakeholders (economic buyers, executive sponsors, champions, and content operations leaders)
• Lead Business Reviews (EBRs/QBRs) focused on value realized, outcomes achieved, and roadmap alignment
• Act as the primary customer advocate and internal quarterback across Sales, Professional Services, and Support Development
• Contribute to improving Customer Success processes, playbooks, and tools

Senior Customer Success Manager