GoLinks

Customer Success Manager

• Define and own the customer success strategy, including onboarding, adoption, health scoring, renewals, and expansion/upsell motions
• Own retention and net revenue retention (NRR) targets and identify churn risk early
• Design and implement scalable onboarding programs
• Partner with Sales on renewals and expansion opportunities
• Partner with Product on the customer feedback loop
• Establish customer health metrics, QBR cadences, and playbooks for SMB through enterprise account segments
• Serve as executive sponsor for key strategic accounts
• Report CS performance, including retention, NRR, CSAT/NPS, and adoption, to company leadership
• Champion the voice of the customer internally and influence product roadmap and go-to-market decisions
• Build and lead the customer success function responsible for onboarding, retention, and growth across the customer base
• Own the end-to-end post-sale customer journey from onboarding and adoption through renewal and expansion

Head of Customer Success