Customer Success Manager, Buying Groups
Position Description:
The Customer Success Manager - Buying Groups owns the post-go-live relationship for assigned buying group accounts and is accountable for value realization, retention, and account health. This role is the customer's primary ongoing point of contact after implementation, responsible for ensuring each group and its members are actively using what they purchased, are achieving measurable outcomes from the LBMX platform, and are positioned to renew and expand. Working closely with Implementation, Support, Account Management, and Product, the Customer Success Manager identifies risk early, drives adoption against contracted entitlements, and generates qualified expansion opportunities for the Account Manager.
Positions Available: 2
What you will do:
- Own a defined portfolio of buying group accounts, maintaining accurate and up-to-date records of account health, product adoption, risks, and renewal status.
- Conduct project close-out surveys via phone or email following implementation to gather customer feedback, identify improvement opportunities, and share insights with the Implementation team.
- Execute a structured engagement cadence based on account tier and risk level, ensuring all customer interactions occur on schedule and are documented within the CRM.
- Drive contract value realization by comparing purchased solutions with actual platform usage, identifying gaps, and partnering with customers to develop and execute adoption plans.
- Monitor key customer health indicators, including network density, transaction throughput, entitlement activation, and other adoption metrics, proactively addressing declines before they result in churn.
- Lead value realization discussions with buying group leadership and member stakeholders, demonstrating how platform adoption supports measurable business outcomes.
- Prepare and deliver regular Business Reviews, highlighting performance against contracted services, adoption progress, outstanding action items, and future roadmap initiatives.
- Serve as the primary point of escalation for assigned accounts, coordinating with Support, Implementation, Product, and other internal teams to resolve issues while providing timely customer communication.
- Identify and qualify Customer Success Qualified Leads (CSQLs), documenting the opportunity, supporting evidence, and recommended next steps before transitioning to the Account Manager.
- Own renewal readiness by proactively identifying risks, customer sentiment, competitive threats, and commercial concerns, escalating findings to the Account Manager and Manager, Customer Success well in advance of renewal discussions.
- Maintain accurate CRM records, including customer health scores, meeting notes, action items, and next steps, ensuring account information reflects the current customer state.
- Contribute to the continuous improvement of Customer Success processes by developing playbooks, adoption resources, escalation procedures, and reusable customer-facing materials.
- Participate in implementation handoff meetings to ensure a seamless transition from Implementation to Customer Success, with clear ownership, commitments, and outstanding action items.
- Other duties as assigned.
What you will bring:
- 5+ years of experience in Customer Success, Account Management, or a similar post-sale customer-facing role within a SaaS or B2B technology environment.
- Proven experience managing a portfolio of accounts and owning outcomes related to customer retention, adoption, expansion, and renewals.
- Experience working with B2B integrations, EDI, supply chain, distribution, or similar technology ecosystems is preferred.
- Demonstrated ability to build and maintain strong relationships with both day-to-day operational users and executive-level stakeholders.
- Strong analytical skills with the ability to interpret customer usage data, health metrics, adoption trends, and reporting insights to drive proactive account strategies.
- Excellent written and verbal communication skills, with strong capabilities in customer presentations, documentation, organization, and follow-through.
- Ability to manage multiple customer accounts, priorities, and deadlines while collaborating effectively across cross-functional teams, including Implementation, Support, Product, and Sales.
- Highly professional, self-motivated, and accountable, with the ability to work independently while taking initiative to identify opportunities and solve challenges.
- Strong attention to detail with a commitment to maintaining accurate customer records, processes, and account information.
Compensation
Salary Range: $85,000 annually, based on experience and qualifications
What You Can Expect at LBMX
- Competitive compensation and a comprehensive benefit package, including a health spending account and employee assistance program
- Three weeks' vacation and five personal days to start, plus additional paid LBMX holidays throughout the year
- Company matched GRSP contributions
- Flexible summer hours and a strong commitment to work-life balance
- Education subsidies to support your professional growth
- Maternity, Parental, and Compassionate Care Leave top-up program
- $500 new hire home office allowance
