Customer Success Manager Job Austin area,Texas USA,Customer Service/HelpDesk

What You’ll Do:

Customer Retention & Revenue Growth (Named + Scaled)

Own a hybrid portfolio of named and scaled accounts with direct accountability for achieving Net Revenue Retention (NRR) targets through retention, expansion, renewal performance, and churn mitigation.
Develop and execute strategic success plans for named accounts, and develop and operationalize scalable lifecycle programs for scaled cohorts, both aligned to customer business goals and measurable outcomes.
Drive customer value realization to increase retention, deepen product adoption, accelerate time to value, and maximize long-term customer value across both motions.
Identify expansion opportunities and growth signals through usage, engagement, and account insights, and partner with Sales to influence upsell, cross-sell, and account growth.
Lead proactive renewal planning for named accounts and renewal‑readiness initiatives across targeted scaled segments to reduce revenue attrition.
Maintain a forward‑looking view of portfolio performance, identifying revenue opportunities and risks to achieve quota attainment.

Customer Engagement, Adoption & Advocacy

Own the end‑to‑end customer lifecycle including onboarding, adoption, engagement, renewal, and expansion across both engagement models.
Drive executive and operational engagement for named accounts through business reviews, success checkpoints, and strategic planning sessions.
Deliver scaled outcomes through one‑to‑many engagements and digital programs, including cadences, webinars, business and roadmap reviews, customer education, lifecycle campaigns, office hours, in‑product communications, and scaled outreach.
Build and optimize customer journeys based on lifecycle stage, customer health, and behavioral indicators.
Build trusted relationships and develop customer communications and content that improve loyalty, advocacy, self‑sufficiency, and referenceable customer participation.

Risk Management, Escalations & Churn Mitigation

Monitor customer health scores, usage data, engagement trends, and renewal indicators across both named accounts and scaled cohorts to proactively identify retention risk.
Develop and execute mitigation, recovery, and retention plans, one‑to‑one for named accounts and targeted or scaled interventions for at‑risk segments.
Own customer escalations end‑to‑end by driving urgency, coordinating cross‑functional stakeholders, maintaining clear communication, and restoring customer confidence.
Act as the central point of accountability for critical customer situations, ensuring timely resolution and executive visibility when required.
Maintain ongoing portfolio risk forecasting and escalation visibility to proactively manage churn exposure and expansion readiness.

Cross‑Functional Partnership & Operational Excellence

Partner closely with Sales, Product, Marketing, Support, Operations, and Leadership to deliver a seamless, value‑driven customer experience across both motions.
Act as the Voice of the Customer internally by translating customer insights into actionable recommendations.
Use customer data, segmentation, and reporting to optimize engagement strategies and improve program effectiveness.
Maintain disciplined account planning, CRM hygiene, forecasting accuracy, and data‑driven decision making.

Success Metrics (KPIs):

Who You Are:

3–5 years of experience in Customer Success, Account Management, Customer Lifecycle Management, Customer Marketing, Customer Growth, or customer‑facing commercial roles.
Experience owning a portfolio or book of business with accountability to retention, renewals, growth, or revenue outcomes.
Experience with both high‑touch account management and scaled, one‑to‑many, or digital customer engagement.
Demonstrated ability to proactively manage risk, navigate escalations, and drive retention strategies.
Strong understanding of customer lifecycle management, success planning, adoption strategies, and…