Catchafire

Customer Success Manager

• Build and maintain strong relationships and serve as a trusted advisor to a portfolio of 15–25 customers
• Own net revenue retention and gross retention targets; maintain accurate renewal forecasts in the CRM and drive growth through renewals, expansions, and upsells
• Draft detailed account plans mapping customer goals and growth opportunities across the customer lifecycle
• Monitor customer health scores and engagement to identify at-risk clients and establish retention and success plans
• Address customer needs proactively, anticipate challenges, and adapt to changing conditions
• Act as a Catchafire product expert and customer advocate by analyzing feedback and collaborating with Platform, Sales, and Marketing on product enhancements and customer outcomes
• Provide customers with reporting and data-driven insights on usage trends, end-user satisfaction, and engagement
• Lead monthly/quarterly business reviews with client stakeholders to demonstrate ROI and align future goals
• Conduct internal quarterly business reviews with senior leadership covering wins, losses, trends, challenges, and opportunities
• Mentor other CSMs on account planning and renewal strategy and share playbooks and best practices
• Research clients’ industries, market trends, and business challenges to inform product offerings and solutions
• Use AI tools for account research, renewal preparation, and reporting and share effective practices with the Customer Success team

Senior Customer Success Manager