Customer Success Manager

• Own the end‑to‑end customer success motion from zero to one for enterprise accounts, pairing white‑glove support with scalable programs that drive fast time‑to‑value, strong adoption, and durable growth across new and existing customers.
• Build and run an enterprise deployment program that de‑risks rollouts and accelerates time‑to‑value.
• Stand up onboarding at scale, including admin enablement, role‑based training, and in‑product guidance.
• Define and manage customer health with leading indicators and clear playbooks for green/yellow/red.
• Drive retention and renewals through proactive risk reviews, executive alignment, and outcome tracking.
• Partner with AEs to surface and qualify expansion opportunities and support multi‑threaded land‑and‑expand plays.
• Create reusable playbooks, QBR/EBR templates, and CS collateral that standardize best practices.
• Establish a voice‑of‑customer loop to Product and Marketing with prioritized insights and enterprise proof points.

Requirements

• 5+ years in technical customer-facing roles, with fluency in technical products and the ability to explain them to both technical and executive audiences
• Built and scaled enterprise onboarding and deployment programs that accelerate time-to-value and reduce rollout risk.
• Partnered with Sales to surface, qualify, and support expansion in multi-threaded land-and-expand motions.
• Created reusable CS playbooks, role-based training, QBR/EBR templates, and in-product guidance at scale.
• Turned voice-of-customer insights into prioritized product feedback and enterprise proof points for Product and Marketing.

🔍 ATS Optimization Keywords
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Hard Skills

• customer success
• onboarding
• deployment programs
• playbooks
• training
• risk management
• outcome tracking
• data analysis
• program management
• enterprise software

Soft Skills

• communication
• collaboration
• problem-solving
• leadership
• customer advocacy
• strategic thinking
• relationship management
• adaptability
• executive alignment
• insight generation