Senior Customer Success Manager

Conexiom is on a mission to eliminate the manual work holding manufacturers and distributors back. Our Intelligent Order Automation platform — powered by CoreAI, trained on over one billion line items a year — transforms how enterprise sales teams operate, freeing them from data entry so they can focus on what actually moves the needle: revenue. With 20+ years of innovation, a Microsoft Azure foundation, and SOC 2 Type II certification, we build products our customers trust  you want to work on technology that creates immediate, measurable impact for the people using it every day, you're in the right place.

About

The Opportunity:

We're looking for a CSM who owns their book of business proactively from health, retention, and growth who acts as a strategic advisor to their accounts, not just an administrator of them.

We're hiring someone who is driven to accelerate and expand the value a customer gets, builds the executive relationships that make renewal a non-event, and creates the conditions for growth that Sales then closes.

What Great Looks Like Here:

Own the Relationship:
Value Amplification, not Value Maintenance

Own the Outcome:
Retention and Renewal, End to End

Drive the Engine:
Build the Conditions for Growth

Be the Voice of the Customer:
Cross-Functionally to Deliver Results

Responsibilities:
Own the Relationship

Build and maintain trusted relationships with key stakeholders in each account, including executive sponsors, not just day-to-day users, so account knowledge and influence don't sit with one contact

Guide customers through platform and product changes, ensuring continuity of value and proactive communication ahead of change

Own the Outcome

Own the health, retention, and renewal outcome for your portfolio; proactively identify changes in adoption, risk and value realization, and execute success/triage plans for every account

Drive a proactive touchpoint cadence across the portfolio rather than operating purely in response to inbound requests

Identify and resolve customer-raised issues and friction points before they escalates, owning them through to resolution

Lead structured business reviews that translate usage data into an ROI narrative and specific recommendations; a strategic conversation, not a status update

Drive the Engine

Identify expansion signals through usage patterns and business reviews, and build the business-value case with the customer

Advance qualified expansion opportunities to Sales for close. You own the conditions for growth;
Sales owns the commercial close

Be the Voice of the Customer

Surface adoption themes and feedback patterns to the leadership and Product teams

Coordinate cross-functionally with Sales, Product & Engineering, Support & Professional Services, and Marketing to resolve customer needs and drive advocacy

How Impact Shows Up:

Every account in your portfolio has a documented success plan, refreshed on a regular cadence, aligned to the customer's business objectives showing progress over time

You can point to specific instances where you caught churn risk or built an expansion opportunity before it was flagged by someone else

You can name the key stakeholders in your top accounts, including executive sponsors, and describe the state of those relationships without checking notes

Measurable improvement in portfolio health score over time, the key metric this role is accountable for

What You Bring:

Must Have

Proven ability to independently manage a portfolio of customers including enterprise, mid-market and commercial sized accounts with direct accountability for retention and renewal outcomes

Demonstrated experience building and owning relationships with senior/executive stakeholders, not just operational or user-level contacts

Demonstrated track record of proactively catching and resolving churn risk before it's escalated to you, not just responding once a renewal is already in jeopardy

Experience translating account or usage data into a business-value narrative that resonates with customer executives, not just a usage report

Experience building a qualified expansion opportunity and handing it off cleanly to a sales process

Strong cross-functional operating skills and…