Customer Success Manager
Core
Primary point of contact and trusted advisor for SMB and Mid-Market customers, driving value realization, adoption, growth, and retention.
Role type
Mid-market Customer Success Manager
Builds
Customer relationships, account plans, and revenue retention/expansion strategies
Domain
SaaS, enterprise information archiving, compliance
Required skills
Customer success management, account management, strategic thinking, data analysis, project management, CRM proficiency, executive communication
Preferred skills
Compliance-driven SaaS experience, customer lifecycle program design, customer journey mapping, voice-of-customer programs
Technologies
Salesforce
Responsibilities
Own renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments; Identify and execute on expansion opportunities through data analysis; Serve as primary escalation point for customer issues; Conduct regular Executive Business Reviews (EBRs) with accounts; Build and execute account plans that balance growth and risk mitigation; Create customer champions and advocate for customer needs internally
Seniority
Mid-level, hands-on IC