Sr. Customer Success Manager

Responsibilities

• Strategic Customer Success Management
• Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members.
• Own regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.
• Monitor customer health metrics, identify risks early, and develop mitigation strategies before issues escalate.
• Serve as the primary point of contact for strategic members, ensuring seamless communication and a consistently positive customer experience.
• Working smarter with AI
• Use generative AI tools to strengthen account knowledge, sharpen signal detection, and reduce time spent on administrative work, so you can spend more time on strategic customer conversations.
• Bring new workflows and tools to the team.
• Partner with CS leadership to identify where AI-augmented approaches can replace reactive, late-stage interventions with earlier, more strategic engagement.
• Driving Product Adoption and Value

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