Connectbase

Customer Success Manager

• Lead Customer Success across Connectbase’s portfolio and customer segments
• Build a consistent Customer Success operating model
• Remain directly involved with strategic customers and the team
• Make customer value visible by helping customers win business, buy more effectively, automate work, improve operational control and realize financial benefits
• Own customer adoption, value realization, retention and renewal readiness, with Sales accountability for expansion and net revenue retention
• Lead three direct reports: the Director of Customer Retention & Renewals, the VP of Customer Success Americas, and the VP of Customer Success overseeing EMEA
• Establish customer success plans with executive sponsors, business baselines, measurable outcomes, adoption milestones, owners and target dates
• Build repeatable playbooks across Discover, Quote, Order, Inventory and Spend
• Run executive value reviews and build relationships beyond a single champion
• Own the Customer Success retention plan, renewal execution, account risk assessment and retention forecast
• Partner with Sales on account growth plans, qualified expansion opportunities and commercial execution
• Develop a consistent renewal process and maintain reliable account and renewal records with Revenue Operations and Finance
• Agree acceptance criteria with Service Delivery and carry success plans into ongoing adoption
• Track time to first value and sustained value beyond technical go-live
• Coordinate customer communication and recovery during material escalations
• Help customers establish trusted location, network, pricing and lifecycle data
• Drive adoption of integrated workflows and APIs and measure production use, automation and transaction completion
• Help customers activate relevant ecosystem relationships and measure useful commercial activity
• Hire, coach and develop Customer Success leaders and managers
• Design customer segmentation, coverage, capacity and escalation models
• Build a reliable customer health model using adoption, outcomes, data readiness, relationship strength, support experience and commercial signals
• Use AI and automation to improve account preparation, risk detection, customer education and team productivity
• Own the CS budget and capacity plan
• Bring recurring customer evidence into product priorities and build customer advocacy with Marketing
• Assess the team and customer portfolio, meet strategic customers, validate baselines and launch priority recovery plans during the first 90 days

Explore Group Vice President – Customer Success at Connectbase. Review requirements and application details.

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Group Vice President – Customer Success