The Customer Success Manager drives customer retention by leading product adoption, resolving customer challenges, and ensuring customers achieve meaningful outcomes. As the primary relationship owner across a portfolio of accounts, this role delivers strategic guidance, value‐focused engagements, and proactive support to maintain strong customer health. Working closely with cross-functional teams, the Senior CSM aligns customer objectives with business goals to achieve shared success.

This position requires a proactive, relationship‐driven professional who can uncover customer needs, manage complex scenarios, and build lasting trust across stakeholders

PRIMARY RESPONSIBILITIES:

• Own the ongoing customer relationship through regular engagements across the assigned account base.
• Initiate and sustain customer engagement, driving meaningful involvement throughout the customer journey.
• Deliver value-focused conversations, business reviews, and insights aligned to customer goals.
• Drive retention by leading adoption, solving customer problems, and ensuring customers achieve their desired outcomes.
• Proactively identify at-risk customers and create action plans to restore account health and prevent churn.
• Advocate for customers internally, collaborating cross-functionally to coordinate resources and drive strong customer and business outcomes.
• Support Sales by identifying expansion opportunities that naturally arise from strong adoption and satisfaction.
• Maintain accurate customer data, activities, and insights in CRM systems.
• Align customer objectives with our business goals to ensure mutually successful outcomes.
• Partner with key customers to co‐create strategic plans that align objectives, guide adoption, and support long‐term success
• Leverages strong product knowledge to educate customers, drive adoption, and ensure solutions are aligned to customer needs.
• Apply data analysis of customer health and usage metrics to influence engagement and retention activities
• Contribute to process improvements and support ad hoc strategic projects.
• Take ownership of special initiatives assigned by management to support team and organizational priorities.
• Share knowledge and contribute to developing best practices that strengthen the team.
  
  

Exemplify our company CARE values:

Collaborative: Build strong relationships across teams, cross-functional partnerships, and external stakeholders to achieve shared goals.

Accountable: Results-oriented and consistently deliver high-quality work, driving KPI attainment and operational excellence.

Ready: Demonstrate a growth mindset, continuous learning, and adapt to change with a positive & proactive attitude.

Empathetic: Prioritises understanding the needs and perspectives of customers and internal teams, using those insights to strengthen relationships, enhance experiences, drive successful outcomes, and build lasting trust across stakeholders.

BASIC QUALIFICATIONS:

• Advanced proficiency in Microsoft Office Suite.
• Experience working with CRM and/or ERP systems (e.g., Salesforce, Gainsight)
• Proven track record of consistently achieving goals, KPIs, and key performance measures
• Strong relationship‐building and communication skills with both technical users and leadership stakeholders
• Ability to manage complex customer situations and collaborate effectively across cross‐functional teams
• Solid technical acumen, including an understanding of networks, software, and licensing
  
  

PREFERRED QUALIFICATIONS:

• 3-5 years of experience working in account management, sales, or a customer success/retention role
• SaaS and/or database experience is an asset.