Reforge

Customer Success Manager

• Become a product expert: You'll develop a deep understanding of our product and its capabilities to guide customers toward their desired outcomes.
• Develop and implement engagement strategies: You’ll create and execute proactive communication plans, host onboarding and activation, and develop resources to drive product adoption and demonstrate value.
• Be the voice of the customer: You will act as a critical feedback loop between our customers and our product, engineering, and marketing teams, directly influencing our product roadmap.
• Monitor customer health: You’ll track key metrics (like product usage, satisfaction, and overall sentiment) to identify risks and opportunities, taking proactive steps to ensure customer retention.
• Build scalable processes: You will have the unique opportunity to build the systems, playbooks, and best practices that will serve as the foundation for the team.
• Champion customer stories: You'll identify and cultivate customer advocates to generate case studies, testimonials, and referrals.
• Own strategic relationships - Lead high-touch engagement with key accounts, serving as a trusted advisor to senior leaders.

Senior Customer Success Manager, Enterprise