As a Customer Success Manager, you will be responsible for driving customer retention, growth, and long-term value across a portfolio of strategic enterprise accounts. This senior individual contributor role is focused on building trusted relationships with executive stakeholders, developing strategic account plans, and identifying opportunities to strengthen partnerships and expand revenue.
You will serve as a strategic advisor to customers, helping them maximize the value of their solutions by increasing adoption, improving engagement, demonstrating measurable outcomes, and aligning products and services to evolving business priorities. You will work closely with internal teams across Product, Operations, Marketing, Support, Finance, and Legal to ensure customer needs are addressed and strategic initiatives are successfully executed.
The ideal candidate is highly autonomous, commercially minded, and comfortable operating in complex customer environments. You can navigate executive relationships, turn data into compelling business stories, manage challenging conversations, and translate customer needs into actionable strategies that create measurable impact.
What You'll Do
- Drive Customer Retention and Growth: Develop and execute comprehensive, multi-year account strategies designed to maximize customer retention, increase engagement, and identify opportunities for expansion. Monitor account health, identify potential risks, and proactively develop strategies to protect and grow revenue.
- Build Executive-Level Relationships: Establish and maintain strong relationships with senior leaders and C-suite stakeholders. Understand their strategic priorities and align solutions to their goals, business objectives, and desired outcomes.
- Manage Renewals and Expansion Opportunities: Lead complex renewal and expansion initiatives, partnering with customers and internal stakeholders to develop appropriate pricing, terms, and commercial strategies. Navigate procurement processes, budget cycles, and contract negotiations while ensuring renewals are completed successfully and on schedule.
- Demonstrate Customer Value and ROI: Leverage customer data, platform utilization, performance metrics, and business outcomes to identify trends and opportunities. Translate complex information into clear, compelling business narratives that demonstrate the value and impact of products and services.
- Lead Executive Business Reviews: Develop and facilitate data-driven Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs). Connect customer outcomes and performance to strategic priorities, identify gaps, establish next steps, and secure executive alignment around future initiatives.
- Coordinate Cross-Functional Customer Initiatives: Act as the primary internal advocate for strategic customers, coordinating with Product, Operations, Marketing, Support, Finance, and Legal to resolve challenges and deliver against customer objectives. Influence outcomes without direct authority or formal people management responsibility.
- Increase Product and Platform Adoption: Identify opportunities to improve customer engagement and adoption by developing targeted workflows, enablement strategies, and adoption programs. Measure results and continuously refine strategies to increase utilization and customer value.
- Maintain Accurate Revenue Forecasts: Own renewal and expansion forecasts for assigned accounts. Maintain accurate pipeline data, identify risk factors, develop revenue scenarios, and communicate changes to forecasts based on customer budgets, procurement timelines, and other business intelligence.
- Develop Strategic Account Plans: Build detailed account plans that identify customer priorities, key stakeholders, business objectives, risks, opportunities, growth potential, and measurable success criteria. Regularly evaluate and adjust account strategies based on changing customer needs and market conditions.
- Serve as the Voice of the Customer: Gather customer feedback, market intelligence, and competitive insights and translate those findings into actionable recommendations for internal teams. Advocate for customer needs and help influence product priorities, service improvements, and market positioning.
- Identify and Mitigate Account Risk: Monitor customer engagement, satisfaction, adoption, organizational changes, and other indicators of account health. Develop proactive mitigation strategies and engage the appropriate internal stakeholders before risks impact retention or growth.
- Contribute to Customer Success Excellence: Share expertise and best practices with colleagues, contribute to the development of scalable processes and playbooks, and identify opportunities to improve customer success processes and outcomes.
What You'll Bring
- 5-7+ years of experience managing enterprise or strategic customer relationships with complex organizations and multiple executive stakeholders.
- At least 5 years of experience in Customer Success, Account Management, Strategic Accounts, Client Services, or a closely related field.
- Demonstrated success managing strategic accounts with responsibility for customer retention, renewals, expansion, or revenue growth.
- Proven ability to develop and execute strategic account or customer success plans tied to measurable business outcomes.
- Experience working directly with VP-level, C-suite, and other senior executive stakeholders.
- Strong commercial acumen with experience supporting or leading complex renewals, upsells, contract negotiations, pricing discussions, and procurement processes.
- Ability to analyze customer data and translate findings into clear recommendations, ROI stories, and executive-level presentations.
- Demonstrated ability to lead cross-functional initiatives and influence teams without direct authority.
- Experience developing customer success frameworks, measurement strategies, logic models, or other approaches that connect programs and activities to measurable outcomes.
- Strong presentation, communication, negotiation, and relationship-management skills.
- Experience managing CRM data, revenue forecasts, renewal pipelines, and account risk indicators.
- Highly organized and comfortable managing multiple strategic accounts, priorities, and stakeholders in a fast-paced environment.
- Ability to operate independently, exercise sound judgment, and take ownership of complex customer challenges.
Preferred Qualifications
- Experience within SaaS, social care, community health, or other technology-driven environments.
- Familiarity with organizations that operate across complex provider, payer, government, or community-based networks.
- Experience demonstrating program impact through data, outcomes measurement, ROI analysis, or performance reporting.
- Experience contributing customer insights to product strategy, go-to-market initiatives, or competitive positioning.