Customer Success Manager

Responsibilities

• 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.

• 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 retention drivers
• Excellent communication, stakeholder management, executive presence, and relationship‑building skills
• Analytical and data‑driven mindset with the ability to translate customer insights into action.