Nihal Designs

Customer Success Manager

• Define and operationalize the end-to-end customer journey, including onboarding, adoption, value realization, renewal, and expansion
• Ensure customers derive maximum value from their investment, including full platform utilization and achievement of business outcomes
• Standardize success plans, business reviews, and engagement models across the CSM team
• Establish and evolve customer health scoring frameworks and lifecycle playbooks
• Oversee customer advisory boards, executive engagement strategies, and advocacy programs
• Own and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and churn targets
• Partner closely with internal teams to support renewals, upsell, and cross-sell opportunities
• Forecast retention and expansion performance with accuracy
• Identify trends in customer data (usage, adoption, health) to proactively mitigate risk and drive growth
• Ensure alignment between CSM activities and revenue outcomes
• Lead, mentor, and scale a team of Customer Success Managers and related roles
• Set clear performance expectations aligned to KPIs such as retention, adoption, and customer engagement
• Coach team members on account strategy, executive engagement, and value-based upselling
• Build a culture of accountability, collaboration, and continuous improvement
• Manage team capacity, segmentation, and coverage models
• Develop and execute the Customer Success strategy aligned with company goals
• Build and optimize scalable processes, tools, and playbooks to improve efficiency and consistency
• Create and operationalize programs such as customer risk management and lifecycle engagement models
• Monitor dashboards and reporting to ensure performance against targets
• Continuously evaluate and improve internal workflows and cross-functional processes.
• Partner with Product leadership to deliver customer feedback, influence roadmap, and improve product adoption
• Align with Sales leadership on account handoffs, renewal strategies, and expansion planning
• Collaborate with Support leadership to ensure timely resolution of customer issues and improve customer experience
• Work with Marketing leadership on customer storytelling, references, and advocacy initiatives
• Build and maintain relationships with senior stakeholders across key accounts
• Act as an escalation point for complex customer issues, ensuring timely and effective resolution
• Lead executive business reviews and strategic account planning sessions
• Develop deep expertise in customer challenges and map Korbyt solutions to business outcomes

Director of Customer Success