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The Customer Success Manager (CSM) is an integral part of the Customer Success Team’s renewal and cross-sell strategy.  In this role, the CSM will serve as the main point of contact for an assigned portfolio of customers, fielding customer questions on products/services, handling escalations, and will ultimately deliver on-time contract renewals as well as identify and secure cross-sell opportunities. 

The Opportunity 

The Customer Success Manager (CSM) is an integral part of the Customer Success Team’s renewal and cross-sell strategy.  In this role, the CSM will serve as the main point of contact for an assigned portfolio of customers, fielding customer questions on products/services, handling escalations, and will ultimately deliver on-time contract renewals as well as identify and secure cross-sell opportunities. 

What You Will Do  

• Take full accountability for your accounts in all aspects from onboarding to renewal. 

• Manage a portfolio of mid to enterprise level customers, with the goal of increasing renewal-based revenue. 

• Anticipate customer needs and proactively mitigate risk throughout the customer life cycle, ensuring a frictionless renewal and negotiation process, and ultimately positioning your accounts for growth. 

• Ongoing customer consultation - Successfully navigate, interpret, and leverage provided tools and systems to measure and report on customer experience and product utilization. Take corrective actions in a timely manner based on this visibility and make strategic recommendations to help customers be more successful. 

• Prepare and facilitate business review meetings, trainings, webinars, demos, and other strategic and supportive interactions to ensure a seamless renewal. 

• Predict and forecast risk, renewal and expansion within customer portfolio. 

• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. 

• Meet and exceed quarterly gross and net revenue retention targets, or other targets defined by the business. 

• Document customer suggestions for product enhancements and innovation and share this input with the Product Team. 

• Work with the Support Team to process customer terminations. 

• Identify and share opportunities for renewal process improvements. 

What You’ll Need to Succeed:  

• Bachelor’s degree, or equivalent professional experience required. 

• 5-8 years of customer success experience or similar field such as Sales/Business Development, Consulting, Account Management (SaaS industry experience highly preferred). 

• Effective communication skills; both verbal and written. 

• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations. 

• Self-directed and able to work independently in a remote work environment. 

• Conscientious regarding deadlines and a strong sense of urgency. 

• High attention to detail. 

• Ability to manage competing priorities in a fast-paced environment. 

• Strong on negotiation, presentation and interpersonal skills. 

• Ability to manage a diverse portfolio of customers with efficiency. 

• Experience negotiating renewals and closing deals. 

• Experience with HubSpot or other CRM tools preferred. 

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