Customer Success Manager

• Establish strong relationships with customers in a scalable way to ensure successful adoption and long-term growth.
• Onboard new customers and set them up for long-term success.
• Nurture expansion opportunities and lead expansion and renewal conversations to drive upsell and cross-sell.
• Proactively solve technical and commercial challenges across a book of business and manage support escalations.
• Design playbooks, workflows, and automations to engage customers at scale.
• Build systems that allow the team to serve a higher volume of customers efficiently and maintain accurate CRM records.
• Share best practices and run initiatives (e.g., webinars, round tables) to deliver scalable customer value.
• Progress order forms and collaborate with Sales; run quarterly business reviews with key customers.
• Lead projects to improve CS processes and collaborate cross-functionally with Support, Sales, and Product.

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