Customer Success Manager

WHAT YOU'LL DO

The Customer Success Manager owns the relationship, health, and growth of Bestow's enterprise carrier customers. You are the customer's primary point of contact at Bestow, and the person internal teams look to for a clear read on what the customer needs and why it matters.

You will run your accounts end to end: performance, escalations, roadmap alignment, and the executive relationships that keep the business moving.

• Own the day-to-day and executive relationship for a portfolio of enterprise carrier customers, serving as their primary point of contact at Bestow.
• Run the operating rhythm for your accounts: recurring business reviews, performance reporting against service level objectives (SLOs), and quarterly planning with customer leadership.
• Build and deliver executive-level business reviews that connect platform performance to the customer's commercial goals.
• Own escalations end to end, from first signal through resolution and customer follow-up, coordinating Engineering, Product, and Implementation as needed.
• Translate customer needs into prioritized work with Product and Engineering, and make the case with data when something deserves to move up the roadmap.
• Identify expansion and adoption opportunities inside your accounts, and work with Sales on the path to close.
• Own due diligence, compliance documentation, and audit responses for your customers, organizing subject-matter experts and holding deadlines.
• Mentor Customer Success Associates and raise the bar on how the team documents, reports, and communicates.
• Travel as needed for solution workshops, leadership onsites, and customer business reviews.

WHO YOU ARE

• At least 4+ years in customer success or account management, ideally at a SaaS or technology company serving enterprise customers.
• Owned enterprise customer relationships directly, including executive stakeholders, and can point to accounts you grew or turned around.
• Energized by complex problems and comfortable being the person accountable for the answer.
• Fluent working cross-functionally with Product, Engineering, Compliance, and Sales, and effective without formal authority.
• Skilled at building and delivering polished, client-facing presentations for executive audiences.
• Strong analytical instincts. You work with data directly and use it to make a case, not just to report.
• Clear, direct communicator in writing and in the room, with real attention to detail.
• Experience with CRM and ticketing tools such as Salesforce and JIRA.
• Bachelor's degree in business, marketing, or a related field, or equivalent experience.