Customer Success Manager

• 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.

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AI Specialist, Customer Success – Scaled