Customer Success Manager

• Manage a portfolio of Tail/SMB accounts and maintain regular customer engagement**• Handle high account volume efficiently while maintaining strong follow-up and account ownership**• Monitor customer health, usage, spend trends, and churn risks proactively**• Drive customer retention and reduce churn across the assigned portfolio**• Identify expansion and upsell opportunities where relevant**• Follow up on low balance, insolvency, inactivity, and contraction-risk accounts**• Coordinate internally with Support, Compliance, Finance, and Product teams to resolve customer concerns**• Ensure customers are utilizing the platform correctly and adopting relevant features**• Handle escalations professionally and maintain strong customer communication**• Maintain accurate account updates and activity tracking within internal systems and CRM tools**• Support commercial initiatives such as pricing transitions, account segmentation, and revenue protection efforts**• Contribute to improving customer workflows, operational processes, and customer experience initiatives

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Customer Success Manager