Plotline

Customer Success Manager

• Manage a $1.5M+ ARR portfolio of high-value US customers
• Drive customer expansion, retention, and advocacy
• Own the post-sale customer relationship and ensure maximum platform value
• Drive product adoption and champion customer use cases
• Lead business reviews, use case workshops, and strategy sessions
• Map platform capabilities to customer KPIs including DAU, retention, conversion, and ARPU
• Monitor product usage and flag underutilization
• Build and share best practices, playbooks, and customer success stories
• Ensure measurable business impact within the first 90 days
• Own renewals from early health signals through negotiation and contract execution
• Track renewal timelines, health scores, and risk indicators
• Identify and mitigate churn risks
• Build ROI-based renewal cases
• Coordinate with Finance and Sales on pricing, contract terms, and billing
• Run QBRs/MBRs and present adoption, campaign, ROI, and roadmap information
• Build multi-threaded relationships across customer organizations
• Advise customers on launches, seasonal campaigns, and engagement experiments
• Translate the product roadmap into customer-relevant narratives
• Identify upsell and cross-sell opportunities
• Package and hand off qualified expansion opportunities to Account Managers
• Track expansion-readiness indicators
• Oversee escalations and ensure critical issues are prioritized and resolved within SLA
• Synthesize customer feedback into product requests
• Coordinate with Product, Engineering, and Support

Explore Enterprise Customer Success Manager at Plotline. Review requirements and application details.