Raptor Maps

Customer Success Manager

• Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes
• Develop and maintain playbooks, SOPs, and team-facing materials to enable consistent Customer Success operations at scale
• Own Gross Revenue Retention, assign accounts across the Customer Success team, and strategically manage high-value customer relationships and renewals
• Serve as a senior escalation point for complex customer situations and resolve issues while protecting long-term relationships
• Travel as needed to support renewals and account management
• Represent Customer Success in leadership discussions, including potential interactions with Board of Directors members
• Provide perspective on retention risk, expansion opportunities, and product-market fit
• Monitor and report on Customer Success KPIs including GRR, expansion ARR, and customer health
• Partner with Sales on expansion opportunities and upsell motions within existing accounts
• Synthesize customer feedback and provide structured, actionable insights for Operations prioritization and Product roadmap discussions

Director of Customer Success