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.

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.

• 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

• 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 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

• 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

• 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

• 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

• 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…