Leadfeeder

Customer Success Manager

• Own named customer coverage through a small CSM team, driving stalled adoption, securing renewals, and stabilising at-risk relationships.
• Own the digital long tail through triggered outreach, one-to-many programs, self-serve enablement, a shared expansion queue, and Support hand-offs.
• Own onboarding for every eligible new mid-tier customer, maintaining booking mechanics, volume, and completion rates.
• Decide and defend capacity allocation across named coverage, digital programs, and onboarding.
• Design lifecycle campaigns, office hours, webinars, in-product prompts, and self-serve paths for customers without named owners.
• Determine where human conversations add value versus where programs are sufficient, adjusting based on evidence.
• Collaborate with Marketing, Product, and Sales on cross-functional customer success motions.
• Monitor renewal load, expansion signals, and onboarding volume weekly and act on them.
• Convert usage and health signals into thresholds for human conversations, programs, or noise.
• Build reporting on portfolio health, retention risk, and expected revenue movement.
• Feed customer insights back into Product, Marketing, and Sales.
• Apply AI to health scoring, risk alerting, outreach personalisation, and call preparation.
• Launch AI initiatives that improve the operating model's economics, using the internal AI ops team.
• Coach a small team across individual accountability, program-driven work, and high-volume onboarding.
• Develop skills in renewal, expansion, onboarding, and early risk conversations.
• Set outcome-based expectations focused on adoption, renewals, and expansion.
• Hire and develop the team as it grows.