Strategic Customer Success Manager

The Customer Success Manager (CSM) is responsible for driving adoption, value, and long-term customer partnership across a portfolio of strategic accounts. CSMs act as trusted advisors and proactive problem-solvers who champion customer outcomes, influence executive stakeholders, and collaborate cross-functionally to ensure an exceptional customer experience. This role requires strategic thinking, strong communication, relationship-building across multiple layers of an organization, and the ability to interpret data to guide decisions.

Core Responsibilities include Strategic Relationship & Account Management by developing success plans, building stakeholder relationships, conducting engagement meetings, and facilitating change management. Other responsibilities include monitoring customer health, managing escalations, driving renewal readiness, and collaborating with Account Managers. This role serves as the voice of the customer internally, partnering with the Product team, and delivering presentations and training. The CSM also works to refine Customer Success processes and collaborate with various teams to ensure seamless lifecycle management.