Verato

Customer Success Manager

• Own a named portfolio of accounts and maintain current situational awareness for every account
• Build trusted relationships with customer sponsors, administrators, users, and operational stakeholders
• Lead regular customer check-ins connecting solution usage and adoption to customer use cases, desired outcomes, risks, and next steps
• Create success objectives and recommend practical actions to help customers realize value from Verato solutions
• Identify customer health risks, document goals and objectives, coordinate internal owners, and escalate material issues early
• Coordinate with Support, Professional Services, Product, Sales, Finance, and other teams while remaining accountable for customer communication and follow-through
• Build renewal readiness throughout the contract term and understand customer value, stakeholders, decision process, risks, and timing
• Own renewals within approved commercial guardrails and partner with commercial owners as needed
• Identify qualified cross-sell and expansion opportunities based on customer needs, use cases, and desired outcomes
• Connect customers to product education, office hours, events, and subject-matter experts
• Maintain accurate CSM platform and CRM records for account health, risks, use cases, outcomes, stakeholder coverage, adoption, renewal forecast, growth signals, and next actions
• Share customer feedback and portfolio trends to improve the customer experience, product, and Customer Success program

Customer Success Manager – Growth Portfolio