Customer Success Manager

Enablement:

• Drive adoption of key modules by partnering with customers to build workflows that unlock measurable value.
• Act as a hands-on coach, delivering tailored training and targeted re-engagement sessions.
• Develop enablement guides, how-tos, and best practice content.

Expansion:

• Proactively identify upsell and cross-sell opportunities, teeing up qualified accounts for the Sales team.
• Guide customers toward features and products that align with their business goals.
• Serve as a product expert, educating customers on best practices and the benefits of integrated solutions.

Churn, Contraction Mitigation, Customer Health:

• Monitor customer health metrics to identify risks and churn threats.
• Proactively address challenges to ensure customer retention and satisfaction.
• Lead renewal conversations, negotiate terms, and close contracts.

Ongoing Customer Engagement:

• Lead regular objective reviews with key accounts to assess progress toward goals.
• Act as the voice of the customer, providing feedback to internal teams.
• Partner with Sales, Product, and Support to deliver a seamless customer experience.