Senior Customer Success Manager

Responsibilities

• Own retention for your account book: Take ownership of the retention and churn metrics (e.g. gross revenue retention and logo churn) for a defined book of accounts. Track them, report on them, and drive the actions that move them.
• Drive proactive retention: Use usage data, health scores and risk signals to spot churn risk early, and run structured retention playbooks instead of waiting for tickets.
• Turn technical results into business value: Explain Prerender's impact in terms your customers care about: indexing, organic traffic, AI-search visibility and revenue.
• Build lasting trust: Hold regular check-ins and business reviews that keep customers seeing, and getting, value from Prerender.
• Be the voice of the customer: Bring feedback, churn reasons and feature gaps back to Product
• Support and Marketing in a structured way.
• Partner across teams: Work closely with Account Managers
• Support and Engineering so every customer gets a joined-up experience.
• At Prerender, Customer Success is proactive, data-informed and focused on outcomes. We don't wait for customers to come to us.
• Think in outcomes: Success means the customer reached their goals, not just that a ticket was closed.

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