Customer Success Manager

📋 Description

• Establish trustworthy relationships with daily users and team leads, acting as the primary contact for client success, adoption, and support.

• Oversee post-sale transitions, which include the Sales-to-CSM handoff, internal kickoff meetings, and formal onboarding that features platform walkthroughs and data tool training.

• Perform monthly customer check-ins to discuss usage trends, assess progress against the Client Value Plan, address upcoming needs, and assist the Account Director in preparation for strategic discussions.

• Create, monitor, and report on Customer Health and Client Value Plans, utilizing usage data to track engagement, pinpoint risks, and highlight growth opportunities.

• Manage ad hoc insights and reporting requests, ensuring clients derive full value from their entitlements.

• Collaborate with Account Directors on renewals, expansions, and strategic account planning, while proactively escalating risks or concerns.

• Serve as an internal advocate for clients—gathering feedback, highlighting feature requests, and identifying trends across accounts to guide the product roadmap and company strategy.

• Encourage client involvement in advocacy initiatives such as webinars, case studies, testimonials, and events.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Success, Account Management, Program Management, or similar client-facing roles, preferably within SaaS, analytics, insights, or data-driven companies.

• Demonstrated capability to manage customer relationships, which includes onboarding, engagement planning, and daily support for mid-level stakeholders and end users.

• Excellent communication, presentation, and facilitation skills—you can clearly articulate complex tools and insights to diverse audiences.

• Experience in monitoring customer health, generating usage reports, and delivering measurable value realization.

• Highly organized and adept at managing multiple accounts and projects in a dynamic, cross-functional environment.

• Familiarity with CRM systems (e.g., Salesforce) and comfortable using dashboards or success tools to track engagement and results.

• Team-oriented and proactive, with a service-first mindset and the ability to work closely with Account Directors, Product, and Insights teams.

• Bachelor’s Degree in marketing, advertising, sales, business, or equivalent work experience.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage for you and your family.

• Generous PTO program that includes 12 company holidays, a floating holiday, and a designated day for you to contribute to a cause you care about.

• Eight weeks of fully paid parental leave for all parents, regardless of their path to parenthood.

• Competitive 401(k) matching.