Customer Success Manager

Responsibilities

Trusted Advisor & Relationship Management

• Act as the primary point of contact and strategic advisor for enterprise customers.
• Build and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value.
• Lead renewal discussions, Quarterly Business Reviews (QBRs), and Success Reviews to align customer objectives with company solutions.

Renewals & Retention

• Own the end-to-end renewals process including pricing, contract negotiation, and coordination with Sales, Legal, and Finance teams.
• Deliver accurate and timely renewal offers to ensure operational efficiency and customer satisfaction.
• Manage renewal forecasting, maintain pipeline accuracy, and generate reports using CRM tools such as Salesforce and Gainsight.
• Monitor customer health metrics, conduct retention analysis, and publish monthly scorecards for leadership review.

Customer Success & Adoption

• Drive product adoption by ensuring smooth onboarding, continuous engagement, and product usage maturity across customer accounts.
• Create customer success stories, ROI showcases, and business cases that highlight value realization and encourage advocacy.
• Work with customers to define KPIs, success metrics, and measurable business outcomes.

Growth & Expansion

• Identify and refer upsell and cross-sell opportunities based on customer product usage and adoption insights.
• Collaborate with Sales and internal stakeholders to develop strategic account growth plans.
• Contribute to net revenue retention (NRR) by driving incremental growth beyond renewals.

Customer Advocacy & Feedback

• Act as the voice of the customer, providing insights to Product, Support, and Leadership teams for continuous improvement.
• Influence product roadmaps and success strategies based on customer feedback and industry trends.
• Build customer champions to drive referenceability through case studies and testimonials.