Portcast

Customer Success Manager

• Own the full customer lifecycle, from onboarding to renewal, ensuring a smooth, positive, and impactful experience.
• Serve as a trusted advisor to our clients, aligning Portcast’s solutions with their strategic goals and addressing their unique challenges.
• Identify and execute expansion opportunities (upsell, cross-sell, increased usage, new teams, new regions) by deeply understanding customer goals, pain points, and internal decision processes.
• Partner closely with Sales on trial conversion and commercial conversations, ensuring smooth handovers, strong engagement, and high conversion rates.
• Collaborate with cross-functional teams, including product and engineering, to communicate customer feedback and influence improvements that enhance Portcast’s value proposition.
• Develop and execute tailored success plans for each client, conducting regular check-ins, Quarterly Business Reviews (QBRs), and strategic sessions to drive adoption and satisfaction.
• Analyze customer data and metrics to provide actionable insights, continuously refining the client journey for optimal impact.
• Create and refine processes that streamline the customer journey, making it frictionless, value-driven, and measurable.
• Implement engagement strategies to drive customer retention and satisfaction, ensuring clients remain long-term advocates of Portcast.

Customer Success Manager – Logistics