Customer Success Manager

• Own Client Activation &amp; Onboarding — Become a Rollstack subject matter expert and lead new client onboarding from deal closure through initial adoption, running onboarding and follow-up sessions to ensure clients start seeing value immediately.
• Coordinate Cross-Functional Kickoffs — Work closely with Account Executives, Product, and Engineering to schedule and execute onboarding sessions, and ensure alignment across teams.
• Manage Ongoing Client Relationships — Lead strategic, value-driven business reviews to ensure progress towards customer goals, address challenges, and proactively support retention and growth.
• Directly Responsible for Net Dollar Retention (NDR) — Identify and close upsell/expansion opportunities as well as manage account renewals.
• Build Scalable Engagement Processes — Develop templates, workflows, and session structures that streamline onboarding and ongoing success across multiple accounts.
• Experiment &amp; Iterate — Continuously refine client engagement strategies based on feedback, adoption data, and outcomes to improve satisfaction and long-term retention.

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