Customer Success Manager; Migration to Portfolio & retention

About the role:

Customer Success Manager (Migration to Portfolio growth & retention)

The Customer Success Manager’s mission for its first 12 months is to migrate an assigned portfolio of legacy accounts to Studycast platform, owning the migration end to end for each account, from kickoff through go-live and confirmed post-migration adoption. As each account completes migration, the CSM transitions into portfolio management for that account, focused on retention and growth, consistent with the broader CSM role.

The CSM serves as the trusted advisor and primary point of contact for assigned accounts throughout the customer journey. During the initial stages of the relationship, the CSM’s primary focus is on ensuring successful migration and adoption. As customers complete the transition, the role shifts toward driving customer satisfaction, retention, value realization, and identifying opportunities for growth and expansion.

• Serve as the primary customer-facing owner for the migration of assigned portfolio accounts from the legacy platform to Studycast, from kickoff through go-live and post-migration adoption.

• Build and maintain a migration timeline for each assigned account, coordinating with Implementation, Technical Services, and Product to sequence data conversion, configuration, and cutover activities.

• Communicate migration status, risks, and required customer actions on a regular cadence to account stakeholders, setting expectations for downtime, workflow changes, and training needs.

• Confirm that an account has completed transition (go-live plus the adoption-confirmation window) before it moves to standard retention and growth coverage.

• Own the retention and growth outcomes for each assigned account once it has completed the migration and moved into standard coverage.

• Serve as the main point of contact for client relationships, ensuring satisfaction and long‑term engagement, across both migration and steady‑state accounts.

• Identify clients at risk of churn using data, health metrics, and customer feedback.

• Build and execute targeted action plans to mitigate risk.

• Track and report outcomes consistently.

• Take personal ownership in discovering and developing expansion opportunities within accounts.

• Proactively recommend features, services, and integrations that add measurable client value.

• Identify expansion opportunities and drive deals to closure in partnership with Sales for transitioned accounts; this becomes a core performance metric as the portfolio moves to a steady state, not during active migration for a given account.

• Consistently follow established playbooks for migration, churn mitigation, growth initiatives, and escalation management.

• Maintain accurate client health and migration status records in CRM and tracking systems.

• Deliver timely, standardized monthly reports on migration progress and, for transitioned accounts, portfolio health, risks, and outcomes.

• Work closely with Support, Implementation, Training and Product teams to drive migration execution, customer adoption, and issue resolution.

• Share insights to influence product strategy, sales opportunities, and customer communications.

• Contribute to refining Customer Success practices as part of a merger.

• Provide input on tools, workflows, and customer trends to improve efficiency and effectiveness.

• Incorporate AI tools into daily workflows (summarizing interactions, trend analysis, drafting communications).

• Share best practices and encourage team-wide adoption of…