Customer Success Manager

Overview

We are seeking a Customer Success Manager to lead post-sale client relationships, ensuring smooth onboarding, strong adoption, and long-term growth. This role blends account ownership, project execution, and strategic collaboration across internal teams. You will manage a customer portfolio and drive measurable outcomes aligned with client business goals.

What You Will Do

• Customer Portfolio Management
• Own a book of business, driving overall account health and satisfaction.
• Conduct regular cadence calls, QBRs, and strategy sessions with customers.
• Monitor adoption and system usage, identifying risks and growth opportunities.
• Retain and grow accounts through proactive engagement and value delivery.
• Onboarding & Delivery Execution
• Lead customer onboarding and ensure seamless go-lives.
• Collaborate with cross-functional project teams (TAM, engineers) to deliver solutions on time and within scope.
• Track milestones, dependencies, and risks with precision.
• Customer Growth & Expansion
• Identify upsell and expansion opportunities through ongoing engagement.
• Collaborate with Sales and Account teams to support growth initiatives.
• Drive customer outcomes and long-term value realization.
• Cross-Functional Collaboration
• Partner with Product, Engineering, Support, and Data teams to resolve issues and implement solutions.
• Share customer feedback with internal teams to inform product improvements.
• Reporting & Visibility
• Maintain accurate records in HubSpot and communicate updates via Slack and internal reports.
• Provide regular updates to senior leadership on customer health, risks, and success metrics.

Requirements

Seniority level

Employment type

Job function

Industries

#J-18808-Ljbffr