Customer Success Manager

Key Responsibilities:

• Manage a high volume of customers using one-to-many communication strategies
• Segment accounts and tailor engagement based on lifecycle stage and product usage
• Maintain visibility into portfolio health via CRM/CS tools

Renewals and Retention:

• Monitor churn risk through behavioral signals and health scores
• Deploy automated renewal readiness campaigns and escalation workflows
• Coordinate with Sales/Renewals on scaled renewal plays and messaging

Upsell / Expansion:

• Identify product-qualified leads (PQLs) and usage-based expansion opportunities
• Trigger in-app messages, emails, or nurture campaigns to promote expansion
• Collaborate with Sales to transition qualified opportunities