Customer Success Manager

We're looking for a strategic, relationship -driven Customer Success Manager to support and grow our clients' enterprise customer base through high -touch engagement, proactive account management, and a deep understanding of each client's business goals. If you're passionate about delivering measurable value to large organizations, enjoy building strong stakeholder relationships, leading tailored onboarding and training sessions, and collaborating cross -functionally to influence product and customer experience—this role is for you. As a Customer Success Manager, you'll join an established Customer Success team and work closely with our clients' global enterprise customers, with a particular focus on the growing customer base in North America. Your mission is to drive customer satisfaction, platform adoption, and long -term retention through strategic and personalized engagement. You'll be a trusted advisor, helping their customers translate their goals into outcomes using our client's platform. Customer Success Managers partner closely with their Technical Support team: Support owns enablement ("How do I?"), while Customer Success owns strategy ("Why should I?"). Together, we deliver a comprehensive customer experience. You'll fully own a portfolio of enterprise accounts and be responsible for Net Revenue Retention (NRR)—focusing on Retention, Expansion, and Advocacy. This is a full -time position reporting to the Director of Customer Success & Support. Responsibilities:Customer Onboarding: Lead onboarding and training for new enterprise customers with tailored implementation plans that align to their goals.Customer Engagement: Serve as the primary point of contact, from kick -off through renewal. Build meaningful, value -driven touchpoints with each account—no check -ins without purpose.Adoption & Strategy: Understand customer objectives and map product capabilities to business outcomes. Provide strategic guidance to drive meaningful platform adoption.Retention Management: Proactively monitor account health using their CRM and customer health scores. Identify risks early, re -engage at -risk accounts, and implement retention strategies.Growth & Expansion: Identify upsell opportunities, facilitate renewals and expansions, and help customers discover new use cases for our client.Customer Advocacy: Work with Enterprise customers to become our client advocate – via speaking slots at customer events, case studies and webinars.Voice of the customer: Be the internal voice of your enterprise customers. Partner with Product to advocate for customer needs and help prioritize feedback -driven improvements.Customer Journey: Master our clients' customer journey and continuously seek ways to improve it.Product Knowledge: Develop a strong technical understanding of our client's platform and how it brings value to different user roles. RequirementsFluency in English (spoken and written), other languages are a bonus.3+ years of experience in Customer Success or Account Management, ideally within B2B SaaSCommercial mindset, must have the ability to understand and advise customers on commercial pain points as well as the ability to position customer relationships for cross - and up -sales that make sense for the goals they are trying to achieve. Experience in behavioural analytics, martech, or web optimization tools, are bonusPossess Technical Comfort, familiarity with HTML, CSS, JavaScript, and tag managers like GTM. You don't need to code, but you should be confident in navigating technical conversations with customers.Experience with HubSpot or a similar CRMBe able to communicate complex concepts clearly and effectively across different audiences, from users to executives Thrive in enterprise environments, are not afraid to challenge customers constructively, and ensure conversations always align with their strategic goalsMust be passionate about helping customers succeed and continuously look for ways to improve their experienceBring curiosity about your customers' businesses, pain points, and ways of working—and use that insight to drive valueTake full ownership of your customer portfolio, empowered to make the decisions needed to exceed NRR goals * This position is hybrid