Customer Success Manager

• Provide strategic leadership for the Global Customer Success organization
• Develop scalable engagement programs and digital touchpoints (in-app, automated, and campaign-driven) that promote best-practice adoption, strengthen product usage, and improve customer satisfaction and retention
• Design and implement tactical playbooks and enablement tools that equip CSMs to proactively manage customer outcomes, lead commercial and renewal discussions, and execute proven best-practice plays that drive retention and growth
• Act as a senior-level escalation point for critical customer issues
• Collaborate with Sales teams to identify global growth opportunities within the customer base
• Share data-driven feedback with Product teams about critical capabilities and enhancements that will drive future growth, informing the product roadmap
• Manage and mentor the Customer Success team that spans multiple regions and, where appropriate, work with the partner channel
• Foster a culture of ownership where every CSM operates as the CEO of their accounts — using feedback as fuel to continuously improve, keeping customers at the center of every decision, and driving scalable, future-ready success
• Motivate the team. Keep them passionate about their work
• Continually enhance and develop the team. Deal with poor performance and build a culture of continuous improvement
• Track and rigorously monitor core Customer Success metrics — including Gross Revenue Retention (GRR), renewal rate, growth rate, customer health, and sentiment — using both leading and lagging indicators to identify trends early, drive proactive action, and eliminate surprises in customer attrition
• Make innovative use of technology to drive efficiency and effectiveness

VP, Global Customer Success

Customer Success Manager

Senior Customer Success Manager

Customer Success Manager

Customer Success Manager

Senior Customer Success Manager, Major Accounts