Customer Success Manager

The Customer Success Manager (CSM) is responsible for driving adoption, value realization, renewal, and expansion within a defined portfolio of customers. You will act as the primary post‑sales relationship owner, orchestrating the right resources across Support, Product, Services, and Sales to ensure customers achieve their desired outcomes and view us as a strategic partner.

Key Responsibilities

1. Customer Outcomes & Revenue

• Own customer health, retention, and risk management for your portfolio, in partnership with Sales and Renewals.
• Build, maintain, and execute customer success plans for priority accounts, with clear business outcomes, milestones, and owners.
• Proactively identify renewal and churn risk, create save plans, and track mitigation activities.
• Surface and qualify expansion opportunities (cross‑sell, up‑sell, use‑case expansion) and collaborate with Sales/Account Management to progress them.

2. Adoption & Value Realisation

• Translate customer objectives into measurable outcomes and ensure progress is tracked and communicated.
• Regularly review usage data, health scores, and telemetry to spot gaps, drive adoption plays, and prevent value erosion.
• Deliver value‑focused reviews (e.g., Success Plan /EBRs), telling a clear story that connects product usage to business results.

3. Customer Engagement & Advocacy

• Build and maintain strong, trust‑based relationships with day‑to‑day contacts, project owners, and business sponsors.
• Run a structured cadence of check‑ins, workshops, and governance reviews, tailored to customer segment and lifecycle stage.
• Capture and share customer feedback, ensuring issues are followed through to resolution and learnings are socialized internally.
• Identify and develop customer advocates for references, testimonials, case studies, and events.

4. Operational Excellence & Tooling

• Keep customer records accurate and up‑to‑date in CS tools and CRM (health scores, notes, success plans, risks, and actions).
• Use standardized playbooks and processes for adoption, development, and renewal preparation.
• Prepare and maintain account success plans that give leadership clear visibility into status, risk, and opportunity.
• Contribute to continuous improvement of CS processes, templates, and best practices.

5. Cross‑Functional Collaboration

• Partner with Sales/Account Executives on account strategy, renewal preparation, and executive engagement.
• Work with Support and Engineering to manage escalations, communicate status to customers, and prevent repeat issues.
• Collaborate with Product Management and CS Architecture/Onboarding to share customer insights and influence roadmap and enablement.
• Coordinate with Professional Services on project scoping, delivery alignment, and handoffs.

Required Experience & Skills

• Experience in Customer Success, Account Management, Consulting, or similar customer‑facing role in B2B SaaS / enterprise software.
• Proven track record managing a portfolio of mid‑ to large‑enterprise customers and delivering against retention targets.
• Strong understanding of subscription / recurring revenue models and the drivers of churn and expansion.
• Ability to engage confidently with technical and non‑technical stakeholders (from admins to Director/VP level).
• Comfortable working with data and dashboards (usage, health, NPS/CSAT) and turning insights into clear actions.
• Excellent communication, presentation, and storytelling skills.
• Strong organization and time management, with the ability to prioritize across multiple accounts and workstreams.

Preferred Qualifications

• Experience in Identity & Access Management (IAM), security, or adjacent enterprise SaaS.
• Hands‑on experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM (e.g., Salesforce).
• Experience running QBRs/EBRs and building structured success plans.
• Exposure to working with distributed / global teams.

Key Performance Indicators (KPIs)

The Customer Success Manager will be measured on a combination of:

• Renewal Rate for assigned accounts.
• Net Revenue Retention (NRR) / expansion pipeline influenced or sourced.
• Portfolio health: average health score, coverage and freshness of success plans, 
• Strategic Touchpoint Delivery - EBR’s, Value Unlocks, Road Maps, Success Plan Reviews..
• Customer advocacy and satisfaction: NPS/CSAT scores, references, and participation in marketing/customer programs.
• Operational excellence: data quality in systems, timely updates, and adherence to core CS processes.

Behaviours & Values

• Customer‑obsessed: consistently acts in the best interest of the customer and their outcomes.
• Data‑informed: uses metrics and evidence to guide decisions and prioritization.
• Collaborative: works openly with peers and partners, sharing information and removing silos.
• Accountable: owns commitments, communicates proactively, and follows through.
• Growth mindset: seeks feedback, learns quickly, and adapts to change.