About This Position
This Customer Success Manager role involves overseeing a portfolio of international customers, focusing on key outcomes such as retention, expansion, adoption, and advocacy.
* Managing customer accounts and delivering on Growth Rate (GRR) and Net Retention Rate (NRR) targets
* Collaborating with customers to create tailored onboarding and adoption plans using established templates and playbooks
* Leading escalation meetings, coordinating with stakeholders, and managing renewals and expansions with clear next steps
* Monitoring health indicators and usage, identifying potential risks early, and executing recovery plans
* Conducting discovery sessions to understand business needs and pain points, designing custom configurations and workflows that address them, and clearly documenting and presenting the solutions to customers
* Translating business objectives into clear requirements and coordinating with Support, Product, and Services teams
* Capturing insights, refining playbooks, and contributing voice-of-customer feedback to the product roadmap
The ideal candidate will have 5+ years of experience in SaaS Customer Success or similar roles, expertise in solution engineering within a SaaS environment, and strong stakeholder management and written communication skills.