Customer Success Manager

• Build and maintain trusted relationships with Tier 1 customers, driving account health, adoption, and expansion.
• Act as the primary point of contact for all SaaS-related matters, ensuring platform usage aligns with customer goals.
• Lead regular check-ins, discovery sessions, and strategic conversations to support upsell, cross-sell, and new-sell opportunities.
• Coordinate internal teams to deliver seamless end-to-end customer experiences.
• Monitor and analyze usage data (contracted vs. utilized packages, Portal behavior, Amplitude metrics) to identify adoption opportunities.
• Deliver product demos and support onboarding of new users and business units.
• Create and execute ongoing success plans after the initial 90 days, identifying risks and implementing mitigation actions.
• Partner with Growth, Sales, and Product teams to drive renewals, expansion, and new opportunities.
• Participate in product updates and help customers adopt new features.
• Keep all customer interactions and opportunities up to date in internal tools, sharing feedback and best practices to improve the SaaS experience.

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