Customer Success Manager

• Lead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of value
• Conduct regular 1:1s with CSMs to review accounts, provide feedback, and support career development
• Oversee onboarding and training for new team members; build scalable training resources
• Act as an escalation point for complex customer issues, providing guidance and resolution strategies
• Monitor team performance against KPIs tied to NRR, customer health, and engagement
• Drive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of service
• Maintain a select portfolio of customers, delivering the same high-touch success management expected of CSMs
• Drive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planning
• Identify opportunities for growth and expansion, contributing to account-level NRR
• Conduct NPS follow-up conversations and translate customer feedback into actionable improvements
• Serve as a trusted advisor to customers, ensuring alignment between their business objectives and our solutions
• Contribute to the design and continuous improvement of Customer Success programs, playbooks, and processes
• Provide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performance
• Partner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experience

Team Lead, Customer Success

Client Engagement Manager

Head of Customer Success

Senior Customer Success Manager

Customer Success Manager, Large & Enterprise

Customer Success Associate