Customer Success Manager

About the role

The Customer Success Manager is responsible for driving adoption, engagement, and measurable value across a portfolio of mid‑market and growth accounts. You will own the portfolio end‑to‑end, ensuring customers achieve meaningful outcomes while proactively managing health, risks, and opportunities throughout the lifecycle.

Key responsibilities

• Own a portfolio of mid‑market and growth accounts, ensuring successful product adoption and value realization.
• Develop and execute tailored customer success plans based on account needs, maturity, and usage patterns.
• Proactively engage customers to drive adoption, best practices, and continuous value realization.
• Monitor health signals (usage, engagement, sentiment, feedback) and identify early churn or risk indicators.
• Take first‑line action on health risks and coordinate internal resources for resolution.
• Prepare renewal readiness signals and provide structured insights to Renewal Managers.
• Act as primary point of contact, building multi‑threaded relationships across user and business stakeholders.
• Conduct structured engagements such as success reviews and QBR‑lite sessions.
• Represent the voice of the customer, sharing feedback with Product, Renewals, Sales, and Support.
• Collaborate cross‑functionally to remove blockers and improve the overall customer experience.
• Leverage usage and feedback data to drive proactive decision‑making and identify portfolio‑wide patterns.

Required profile

• Ability to manage a portfolio autonomously and independently.
• Strong capability to interpret customer data and translate it into actionable plans.
• Proactive stakeholder engagement and relationship‑building skills.
• Experience monitoring health metrics and mitigating risk early.
• Effective communication and collaboration across internal teams.

Required skills