Customer Success Manager

• Lead client onboarding sessions and establish success criteria.
• Configure accounts, deliver product training, and ensure smooth implementation.
• Track early adoption metrics to identify gaps.
• Manage a portfolio of 20–40 active accounts, depending on client size.
• Serve as the primary point of contact for client stakeholders.
• Conduct regular check-ins and strategic reviews.
• Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards.
• Identify at-risk accounts early and execute playbooks to re-engage them.
• Deliver quarterly business reviews (QBRs) to align on goals and ROI.
• Triage support issues and escalate to technical teams as needed.
• Track resolution and ensure client satisfaction post-issue.
• Identify upsell/cross-sell opportunities based on client needs.
• Collaborate with sales teams to expand accounts while maintaining renewals.
• Track renewal pipeline and prepare contracts for review.
• Prepare reports on client health, usage, and renewal status.
• Capture client feedback and relay to product/engineering teams for improvements.

Customer Success Manager

Customer Success Specialist

Customer Success Manager

CRM Specialist, Klaviyo

Customer Success Manager

Microsoft Dynamics 365 CRM Architect