Manager, Customer Success

Position: Manager, Customer Success & Contract Renewals
Description

At Levata, we believe in making your journey with us seamless, impactful, and filled with opportunities to elevate your potential. As we think big, we enable what's next by leveraging our knowledge of what's possible today. Join a team where complexity doesn't mean confusion-but clarity, execution, and measurable impact.

As Levata continues to scale its customer base and digital platform (eCommerce, MyAccount, True Vue), we need a disciplined operator to ensure renewals are executed on time, customers stay engaged, and risks are identified early. The Manager, Customer Success & Contract Renewals is responsible for executing and improving the renewal and customer success process across a defined portfolio of accounts.

This is a hands-on, player-coach role where you will:

• Manage a book of business and renewal pipeline

• Support and guide a small team (or future team)

• Partner closely with Sales on renewals and expansion

• Ensure customers are engaged, supported, and retained

• This role is ideal for someone who is detail-oriented, commercially aware, and eager to grow into a more senior leadership role.

Core Responsibilities:

Renewal Execution

• Manage day-to-day renewal pipeline for assigned accounts

• Track contract dates, pricing, and renewal terms

• Prepare renewal quotes and coordinate approvals

• Ensure timely outreach and follow-up with customers

Customer Success Support

• Maintain regular communication with customers

• Support onboarding, adoption, and ongoing engagement

• Help coordinate QBRs or business reviews for key accounts

Churn Risk Identification

• Monitor account health signals (usage, engagement, issues)

• Escalate risks to leadership and partner teams

• Support execution of retention strategies

Sales Partnership

• Collaborate with Account Executives on renewals and expansions

• Share insights on customer needs and opportunities

• Support account planning with renewal insights

Process & Data Management

• Maintain accurate data in CRM (Salesforce or similar)

• Follow defined renewal workflows and playbooks

• Help identify process gaps and recommend improvements

Reporting & Forecast Support

• Provide updates on:

• Upcoming renewals

• At-risk accounts

• Renewal status

• Support forecasting accuracy with clean data and updates

Experience:

• 3-6 years in Customer Success, Account Management, Sales Ops, or Renewals

• Experience working with B2B customers

• Exposure to contract management, renewals, or customer lifecycle roles

• Capabilities

• Highly detail-oriented and organized

• Strong communication and follow-through

• Basic commercial understanding (pricing, contracts, customer value)

• Comfortable working in CRM systems and managing data

• Ability to manage multiple accounts and deadlines

• Growth Traits

• Coachable and eager to take on more ownership

• Interested in developing into a senior customer success or commercial leader

• Proactive mindset with a bias toward action