Customer Success Manager

• Lead the transition from contract signature to implementation through go-live
• Proactively manage a client portfolio and ensure product value realization and customer satisfaction
• Conduct integration reviews, quarterly business reviews, and onsite client meetings
• Collaborate with Customer Success Engineers, support, and product managers to resolve implementation issues, bugs, and feature requests
• Identify additional use cases for upsell and cross-sell opportunities
• Monitor portfolio health, identify risks, and manage escalations
• Drive renewals with executive stakeholders, day-to-day contacts, and procurement teams
• Create and execute success plans targeting 120% NRR and 90% GRR
• Maintain records in Salesforce and Planhat and provide process-scaling feedback
• Travel may be required