Customer Success Manager

About the Role

As a Customer Success Manager, you will serve as the primary partner for guiding customers through successful adoption, measurable value realization, and strategic expansion. You will help customers understand their business goals, align on success metrics, and drive meaningful outcomes using our platform.

You are a strong communicator who can simplify complex workflows, resolve blockers, follow established playbooks, and build trust with customer stakeholders. CSMs excel at proactive outreach, data-informed recommendations, and ensuring customers progress toward full utilization of the platform and available add-on solutions.

This role thrives in fast-paced environments, requires strong ownership over customer health, and demands consistent adherence to processes that support retention and expansion.

Your Area of Focus

• Manage and retain a book of customers typically under $20–30k ARR across designated product areas.
• Understand customer business goals and align them to platform capabilities, driving adoption through consistent adherence to established playbooks.
• Build strong working relationships with end users and manager-level stakeholders, ensuring successful onboarding handoffs and long-term engagement.
• Drive proactive outreach focused on adoption, retention, and early identification of risk using customer health analytics.
• Deliver personalized recommendations rooted in best practices, enabling customers to fully utilize core and add-on products.
• Meet or exceed quarterly ARR retention and expansion quota targets, identifying opportunities within the existing product set.
• Document progress, action items, customer needs, and risks with precision, ensuring timely follow-up and clear cross-functional communication.
• Learn product features quickly and translate them into simple, actionable guidance for customers.
• Manage escalations calmly and professionally, owning initial de-escalation and looping in leadership when appropriate.
• Collaborate with Marketing, Product, and other CS teams to share customer feedback and support workflow optimization initiatives.

Your Professional Qualifications

• 1–3 years of experience managing customer relationships, implementing solutions, or handling complex, customer-facing problem solving.
• Ability to follow structured processes and drive repeatable, consistent outcomes.
• Strong communication skills with the ability to build rapport and present solutions clearly.
• Demonstrated ability to learn new technologies and workflows quickly.
• A proactive mindset with the ability to manage a fast-moving book of business.
• Comfort working in data-informed environments and using insights to guide recommendations.
• Experience meeting process and outcome metrics surrounding customer touchpoints, expansion revenue, and customer retention.