Customer Success Manager

About the Role

We're hiring a Customer Success Manager to join our CSM team and manage a portfolio of our larger customer accounts. You'll be the primary point of contact for your book of business, building strong relationships that drive retention, adoption, and growth.

This is a high-ownership role for someone who takes pride in managing renewals, identifying upgrade and expansion opportunities, and helping customers realize real value from our platform. We're looking for someone with a strong drive to win who takes full ownership of their book of business and builds relationships customers trust.

What You'll Do

• Own a portfolio of customer accounts, serving as their primary point of contact throughout the customer lifecycle
• Manage the renewal process end-to-end, forecasting accurately and driving on-time renewals
• Identify and drive upgrade and expansion opportunities within your book of business
• Develop and execute success plans that align customer goals with product adoption
• Drive product adoption through proactive outreach, training, and strategic guidance
• Monitor account health and get ahead of risk before it becomes churn
• Build strong, trusted relationships with key stakeholders and champions at each account
• Partner cross-functionally with Support, Onboarding, and Product to ensure a seamless customer experience
• Maintain clean, accurate data across CRM tools to support forecasting and reporting

What We're Looking For

• 4-6 years in Customer Success, Account Management, or another customer-facing role
• Strong written and verbal communication skills
• A proactive mindset, someone who thinks beyond the playbook and brings fresh ideas and strategies to their book of business
• Comfortable managing renewal, upsell and forecasting processes
• Consultative approach, able to understand customer goals and connect them to product value
• Highly organized with strong attention to detail
• Resourceful and proactive, looking for opportunities and solving problems before they're asked of you

Nice to Have

• Familiarity with Hubspot
• Experience building CS playbooks, templates, or processes to scale team effectiveness
• Experience working in a SaaS environment

What Success Looks Like

• Renewals close on time with accurate forecasting
• Upgrade and expansion opportunities are identified and converted
• Customers show strong adoption and engagement with the product
• Accounts are healthy, with risk identified and addressed early
• Customers view you as a trusted advisor, not just a point of contact

Why This Role Matters

Our larger customers represent significant revenue and long-term relationships. This role ensures those customers get dedicated, strategic support that drives retention, growth, and lasting success.