Customer Success Manager

Responsibilities

• Manage a dedicated portfolio of ~40-60 Mid-Market customers as their strategic partner across the full customer lifecycle
• Lead onboarding — running kickoffs and milestone check-ins, and guiding customers to their first measurable outcomes
• Build a deep understanding of each customer's goals and translate them into measurable, mutual success plans
• Provide proactive, consultative guidance through regular strategic touchpoints and value-driven conversations
• Monitor customer health, spot adoption trends, and address risks before they impact success
• Partner with Account Management to support retention and expansion, and coordinate with Technical
• Support, Product, Solutions, and Engineering when deeper expertise is needed
• Own escalations end to end — from identification through resolution — keeping customers informed and confident throughout
• Advocate for your customers internally by sharing product feedback and influencing improvements to the customer experience
• Drive AI adoption across your portfolio — coaching customers on AI-powered solutions and modeling what AI-native Customer Success looks like

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