Customer Success Manager

Own and manage post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals. 

Build strong relationships across all customer levels, from end users to IT leaders and senior executives. 

Establish trusted advisor status by understanding customer business goals and strategically positioning solutions to meet their needs. 

Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions. 

Monitor health scores and proactively take action to maintain or improve account health. 

Partner with customers to define critical goals and KPIs, and review progress at regular intervals. 

Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption. 

Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed. 

Create enthusiasm and momentum with clients to support expansion and long-term engagement. 

Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges. 

You have the dedication and drive to strengthen our Customer Success organization by bridging deep product expertise with customer-facing enablement and help to ensure both customers and internal teams are confident, informed, and successful in using our platform. 

Environmental knowledge and expertise are an asset for this position 

Proven ability to manage a portfolio of accounts and drive customer adoption, retention, and growth 

Experience delivering business reviews and communicating value to stakeholders at multiple levels, including senior leadership 

Strong understanding of customer health metrics, usage data, and success indicators 

Demonstrated ability to identify expansion opportunities through consultative relationship management 

Excellent communication skills — written, verbal, and presentation 

Strong organizational and time management skills, with the ability to manage multiple accounts and priorities 

Experience working cross-functionally with Sales, Product, Support, Marketing, and Professional Services teams 

Customer-first mindset with strong problem-solving and conflict-resolution skills 

Ability to build trust and establish credibility with both technical and non-technical stakeholders 

Self-motivated, proactive, and comfortable working in a fast-paced, evolving environment