Seso Inc.

Customer Success Manager

• Own a book predominantly comprised of mid-market customers.
• Run structured onboarding and ongoing success plans to drive adoption and outcomes.
• Manage inbound customer requests and issues. Triage quickly and coordinate resolution with internal teams.
• Proactively engage customers to prevent issues, improve product usage, and reduce churn risk.
• Build and maintain relationships with key customer stakeholders.
• Drive renewals for customers in your book, including risk identification, save plans, and renewal execution.
• Identify and support expansion opportunities in partnership with Sales.
• Act as a customer advocate internally. Share clear context and feedback with Product and Operations partners.
• Maintain excellent data hygiene across Seso systems, including accurate notes, health signals, and next steps.
• Proactively monitor customer health metrics and implement retention strategies.
• Serve as an escalation point for complex customer issues. Lead cross-functional action plans to resolution.
• Model strong judgment, customer-first communication, and solution-oriented problem solving.
• Informally mentor other CSMs by sharing best practices and helping unblock tricky situations.

Mid Market Customer Success Manager