Customer Success Manager
Dynata
Head of Customer Success
Procurement Sciences AI
full-time
Posted on:
Location Type: Hybrid
Location: Lehi • Utah, Virginia • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Build and oversee systems (Planhat or similar) to track adoption, engagement, and health scores.
- Identify churn risk early and deploy proactive playbooks to protect revenue and increase lifetime value.
- Develop and execute customer adoption frameworks that drive ROI, usage, and long-term stickiness.
- Partner with customers to embed Awarded AI into their workflows and strategic priorities.
- Serve as a trusted advisor and executive sponsor for key accounts.
- Negotiate renewals and expansions with a consultative, value-first approach.
- Build, lead, and inspire a multi-segment CS organization — SMB, Mid-Market, and Enterprise.
- Recruit, mentor, and retain top Customer Success Managers (CSMs); create career paths and a performance-driven, engaged culture.
- Design scalable onboarding, implementation, and success playbooks that drive efficiency and predictability.
- Create structured reporting and dashboards for CS metrics — retention, net revenue expansion, health scores — to guide decisions and inform leadership.
- Work closely with Sales, Marketing, and Product teams to ensure a seamless handoff from sale to onboarding, and to surface customer feedback that drives product strategy and roadmap.
Requirements
- 7+ years in Customer Success within SaaS; at least 3+ years leading and scaling CS teams in a high-growth, startup environment.
- Proven success building renewal and expansion playbooks, negotiating large and complex deals, and driving measurable NRR.
- Hands-on experience implementing and managing platforms like Planhat, Gainsight, or Totango to monitor health, predict churn, and trigger engagement.
- Strong track record designing and executing adoption and success strategies that deliver measurable ROI and deepen product stickiness.
- Highly personable, charismatic, and persuasive; able to build trust and influence decision-makers up to the C-suite.
- Experience hiring, developing, and scaling high-performing CS organizations across SMB to Enterprise segments.
- Comfort with ambiguity, pace, and change; proven ability to build processes from the ground up.
- Skilled at using data to inform strategy, drive accountability, and communicate impact to leadership and the board.
Benefits
- Competitive executive salary plus performance-based incentives and stock options
- Comprehensive health plan for you and your family
- Flexible, remote-first work arrangements
- Significant leadership opportunity and direct impact on company trajectory
- Be a ground-floor leader at a rapidly scaling, VC-backed SaaS company
- Professional development and advancement opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successrenewal playbooksexpansion playbooksadoption frameworkssuccess strategiesdata analysishealth score monitoringchurn predictiononboarding designimplementation management
Soft skills
persuasive communicationtrust buildinginfluencementoringleadershipcharismaadaptabilitystrategic thinkingteam buildingperformance management
