DescriptionAbout The Opportunity:We're looking for a CSM who owns their book of business proactively from health, retention, and growth who acts as a strategic advisor to their accounts, not just an administrator of them.
We're hiring someone who is driven to accelerate and expand the value a customer gets, builds the executive relationships that make renewal a non-event, and creates the conditions for growth that Sales then closes.
What Great Looks Like Here:- Own the Relationship: Value Amplification, not Value Maintenance
- Own the Outcome: Retention and Renewal, End to End
- Drive the Engine: Build the Conditions for Growth
- Be the Voice of the Customer: Cross-Functionally to Deliver Results
Responsibilities:Own the Relationship
- Build and maintain trusted relationships with key stakeholders in each account, including executive sponsors, not just day-to-day users, so account knowledge and influence don't sit with one contact
- Guide customers through platform and product changes, ensuring continuity of value and proactive communication ahead of change
Own the Outcome
- Own the health, retention, and renewal outcome for your portfolio; proactively identify changes in adoption, risk and value realization, and execute success/triage plans for every account
- Drive a proactive touchpoint cadence across the portfolio rather than operating purely in response to inbound requests
- Identify and resolve customer-raised issues and friction points before they escalate, owning them through to resolution
- Lead structured business reviews that translate usage data into an ROI narrative and specific recommendations; a strategic conversation, not a status update
Drive the Engine
- Identify expansion signals through usage patterns and business reviews, and build the business-value case with the customer
- Advance qualified expansion opportunities to Sales for close. You own the conditions for growth; Sales owns the commercial close
Be the Voice of the Customer
- Surface adoption themes and feedback patterns to the leadership and Product teams
- Coordinate cross-functionally with Sales, Product & Engineering, Support & Professional Services, and Marketing to resolve customer needs and drive advocacy
How Impact Shows Up:- Every account in your portfolio has a documented success plan, refreshed on a regular cadence, aligned to the customer's business objectives showing progress over time
- You can point to specific instances where you caught churn risk or built an expansion opportunity before it was flagged by someone else
- You can name the key stakeholders in your top accounts, including executive sponsors, and describe the state of those relationships without checking notes
- Measurable improvement in portfolio health score over time, the key metric this role is accountable for
What You Bring:Must Have
- Proven ability to independently manage a portfolio of customers including enterprise, mid-market and commercial sized accounts with direct accountability for retention and renewal outcomes
- Demonstrated experience building and owning relationships with senior/executive stakeholders, not just operational or user-level contacts
- Demonstrated track record of proactively catching and resolving churn risk before it's escalated to you, not just responding once a renewal is already in jeopardy
- Experience translating account or usage data into a business-value narrative that resonates with customer executives, not just a usage report
- Experience building a qualified expansion opportunity and handing it off cleanly to a sales process
- Strong cross-functional operating skills and comfortable driving alignment across Sales, Product, and Support without formal authority
- Technical fluency: able to learn new software quickly and explain it simply to non-technical stakeholders
- Knowledge of CRM, project, or customer success/data management tools
Nice to Have
- Experience building account or success plans within a formal health-scoring or lifecycle framework (e.g., Gainsight, Totango, Catalyst)
- Experience supporting customers through platform migrations, product re-architecture, or AI/automation adoption
- Direct experience partnering with Product and Engineering teams on feedback loops and roadmap input
- Prior experience in Manufacturing, Distribution, Logistics, ERP, EDI, RPA, Document Automation, Workflow, or Supply Chain software
- Background scaling proactive CS processes in a growing SaaS organization
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