Customer Success Manager

• Own the end-to-end customer lifecycle, driving adoption, support, retention, expansion, and advocacy across customer base
• Lead and scale a hybrid team of Customer Success Managers (CSMs), Customer Success Engineers (CSEs) and TechOps Engineers
• Partner with Sales, Product, and Engineering teams to provide actionable customer insights
• Own the full customer journey: onboarding, adoption, support, renewals, and expansion identification
• Ensure consistent delivery of value to customers through structured QBRs, health reviews, and success planning
• Drive scalable onboarding frameworks and technical support practices through CSE team
• Report on performance metrics (NRR, GRR, CSAT, TTV, expansion pipeline contribution) to executive leadership

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