Senior Customer Success Manager (Scale Business)

Portfolio Management:

• Serve as primary point of contact for 35-38 scaled accounts under $200k ARR post-implementation.
• Balance 1-to-many programmatic initiatives with targeted 1-to-1 engagements.

Retention & Renewal:

• Manage the subscription renewal pipeline and maintain close cognizance of customer health.
• Proactively eliminate barriers to adoption and value.

Sales Collaboration & Account Expansion:

• Participate with Sales team to provide strong customer-focused sales and launch engagement.
• Develop deep relationships with customer key personnel to seek upsell and cross-sell opportunities.

Data-Driven Insights & Scaled Enablement:

• Monitor product utilization trends and provide feedback to cross-functional teams.
• Deliver education on new features via webinars, automated campaigns, and digital channels.