Customer Success Manager

The Customer Success Manager (CSM) for Key Accounts will be instrumental in leading the customer success organization in ensuring the success of our largest customers. This role involves managing the onboarding process, providing ongoing support, and effectively handling escalations to ensure that our Software and Service Solutions (SaaS) align with client expectations and business objectives. The CSM will act as a trusted advisor, advocating for customers while driving their adoption and satisfaction with our products and services.

**Applicants must be legally authorized to work in the U.S. without current or future employer-sponsored work authorization.**

• Onboarding Key Accounts 

• Lead the onboarding process for key enterprise customers, ensuring that they are equipped and trained to leverage the full capabilities of our solutions. 

• Develop and implement customized onboarding plans that align with specific customer goals and timelines. 

• Customer Support and Relationship Management 

• Build and maintain strong relationships with key stakeholders within key accounts, ensuring ongoing engagement and satisfaction. 
• Lead and continue to develop strong customer success organization

• Regularly communicate with customers to understand their needs, gather feedback, and provide tailored solutions. 

• Escalation Management 

• Serve as the primary point of contact for escalated issues, coordinating with internal teams to address and resolve customer concerns promptly. 

• Proactively identify potential problems and risks, developing strategies to mitigate issues before they escalate. 

• Account Review and Optimization 

• Conduct regular business reviews with customers to assess satisfaction, usage, and alignment with goals, providing actionable recommendations for optimization. 

• Monitor customer health metrics to highlight areas of opportunity for improved user engagement and feature utilization. 

• Customer Advocacy and Insights 

• Advocate for customer needs within the organization, working closely with product development and marketing to ensure that customer feedback informs product enhancements. 

• Provide insights and reporting on customer usage trends, satisfaction levels, and needs to drive strategic decisions. 

• Training and Resources 

• Develop and deliver training and resources to customers, enabling them to maximize their investment and enhance their operational efficiency. 

• Create documentation and self-help resources to empower customers with the tools to succeed. 

• Drive software adaptation, embedded usage, and measurable value realization

• Collaborate with sales, support, and product teams to align customer success initiatives with broader company objectives. 

• Participate in cross-functional projects to enhance customer experience and team efficiency. 
• Translate operations data and insights into customer business outcomes
• lead onboarding, enablement, and training standardization for software solutions 
• Monitor software health, usage trends and churn risk
• support renewals and expansion through demonstrated POI and outcome tracking