Customer Success Manager

• Own enterprise accounts end-to-end: from onboarding through renewal and expansion, serving as the primary strategic contact across the full customer lifecycle
• Drive ongoing customer health and success: conduct regular check-ins, usage and outcomes monitoring, Quarterly Business Reviews (QBRs), and proactive outreach to ensure value realization and early issue detection
• Identify and convert growth/expansion opportunities: map customer needs, identify new/expansion use cases, and partner with Sales to grow adoption across customers’ business units and departments
• Support implementation and adoption: partner with our Enablement team on integrations, workflow design, technical launches, and user training to ensure rapid time-to-value and stable onboarding
• Collaborate cross-functionally: partner with Product, Engineering, Sales, Marketing, Operations, and Finance/RevOps to resolve roadblocks, support billing and invoicing accuracy, and coordinate expansions or new pilots for existing accounts
• Maintain strong account operations and hygiene: maintain CRM/CS tool records, manage communications, issue resolution, renewal tracking, and billing/invoice checks as needed
• Advocate for the customer internally: collect feedback, surface product or workflow enhancement ideas, and help inform product roadmaps based on real-world usage and needs
• Build and deepen relationships across stakeholders: from end-users to senior executives, earn trust, influence adoption, and drive enterprise-level engagement

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