Nuvem

Customer Success Manager

• Customer Outcomes & Value Delivery Own a portfolio of customers and ensure delivery of measurable outcomes aligned to each client’s goals .
• Deliver quarterly customer outcome scorecards that clearly articulate performance, insights, and value realized.
• Develop and maintain Customer Success Plans that align customer objectives with Nuvem’s solutions and strategic direction.
• Lead Quarterly Business Reviews (QBRs) focused on outcomes, insights, risks, and forward-looking opportunities.
• Customer Health & Retention Monitor customer health indicators, engagement trends, and sentiment to proactively identify risk.
• Execute defined retention and save playbooks for at-risk accounts in partnership with Customer Success leadership.
• Ensure customers are positioned for predictable, on-time renewals through early value articulation and proactive engagement.
• Maintain consistent executive-level engagement with customers to reinforce partnership and confidence.
• Growth, Upsell & Expansion Identify and pursue upsell and expansion opportunities within existing accounts, aligned to customer needs and value realization.
• Partner with Sales to support expansion execution and ensure continuity across renewals and growth motions.
• Build and maintain a qualified pipeline of expansion opportunities within the assigned portfolio.
• Clearly articulate the value of additional solutions, services, or capabilities to support customer growth.
• Execution Discipline & Operating Rhythm Maintain accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools.
• Follow defined engagement cadences and success frameworks based on customer tier and segmentation.
• Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling.
• Contribute feedback and insights to Customer Success leadership to improve frameworks, scorecards, and customer programs.