Customer Success Manager

• Work closely with Customer Success and Sales teams to support onboarding, retention, and growth for SMB customers
• Take ownership of a portfolio of SMB customers as their main point of contact
• Prescribe recommendations for configuring our software for heavy industries use cases
• Monitor customer account health, identify at-risk customers and take proactive steps to reduce churn
• Identify upsell opportunities and loop in an Account Manager as required
• Monitor feature utilisation and drive adoption and engagement
• Use tools such as Salesforce, Front and Vitally to capture and share key client information internally
• Respond to incoming NPS survey responses, collect customer feedback and relay insights to the product team
• Help resolve support queries and escalate issues to the product team when necessary
• Build long-lasting customer relationships to increase retention, loyalty and advocacy
• Serve as the first CS hire in Austin and work directly alongside the CRO, contributing to GTM activities and regional growth

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