Customer Success Manager
Own post-sale success for key accounts through onboarding, adoption, renewals, and expansion. Create success plans, run proactive check-ins and QBRs, partner cross-functionally to resolve customer needs, monitor health and usage metrics, build Customer Success playbooks, and advise customers on best practices and workflows.
Responsibilities
- Own post-sale onboarding, adoption, renewal, and expansion for key accounts
- Build and execute success plans aligned with customer goals and product capabilities
- Drive adoption and value realization through proactive check-ins, QBRs, and enablement sessions
- Partner with Product and Engineering to surface feedback and shape roadmap priorities
- Partner with FDEs to solve complex customer needs
- Collaborate with AEs to identify and qualify CSQLs for expansion
- Troubleshoot blockers, coordinate internal support, and ensure fast resolution
- Track health scores, usage, and adoption metrics to identify risks and opportunities
- Build Customer Success playbooks and processes based on learnings
- Advise customers on best practices, new features, and workflows
Requirements
- Experience in customer success, account management, or solution consulting in SaaS or AI
- Track record of driving adoption, renewals, and expansion across mid-market, enterprise, and strategic accounts
- Ability to communicate with empathy, business acumen, and technical curiosity
- Ability to translate technical capabilities into clear business outcomes
- Ability to run onboarding, QBRs, and success plans with multiple stakeholders
- Ability to collaborate with Product, Sales, and Engineering to champion the customer voice
- Experience supporting developer tools or AI-native products is a bonus