Customer Success Manager

• Territory & Account Planning: Co-create success plans aligned with customer goals, lifecycle maturity, and long-term value realization
• Deliver telemetry-driven insights on adoption, usage, and whitespace to inform retention and growth strategies
• Maintain continuous engagement through feedback loops, sentiment tracking, and milestone alignment
• Onboarding & Enablement: Create onboarding plan and lead onboarding, facilitate training, and early adoption
• Deliver key check-ins (e.g., 30/90-day) to ensure progress, alignment, and issue resolution
• Surface blockers, collect feedback, and drive resolution
• Act as the voice of the customer internally, influencing product and success strategy
• Transition to steady state with clear success metrics and hand-off documentation
• Relationship Development: Build trusted relationships with day-to-day users, champions, LOB leaders, and operational leaders
• Identify new champions and nurture them into internal advocates
• Flag opportunities to deepen engagements via advocacy
• Value Realization & Adoption: Track usage, adoption, and health to highlight business outcomes, ROI, gaps, opportunities and to flag risks
• Develop success plans to close gaps in adoption and ensure full value realization
• Gather and share product-specific feedback
• Proactively resolve challenges and escalations
• Deliver CBR-ready scorecards, success metrics and future state recommendations
• Renewals: Support renewal motion with data-driven insights on product value and usage health
• Own 180/270/300/330-day health reviews and risk mitigation plans for renewals
• Proactively identify churn signals and implements turnaround plays
• Document and share adoption success stories to support renewal messaging
• Expansion: Identify unmet use cases, product gaps, or business needs to drive growth
• Collaborate with AD to validate and position expansion opportunities using adoption data and customer outcomes
• Build success plans that align new product adoption with customer business outcomes
• Track expansion execution, post-sale enablement, and early success indicators
• Modernization: Surface modernization as a strategic initiative during value realization or adoption checkpoints
• Share usage data and pain points that support the need for modernization
• Reinforce business value during the transition and supports change management planning with the customer

• Bachelor’s degree in related field or equivalent combination of education and experience
• 3-5 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally in SaaS or technology environments
• Experience with Salesforce

Experience with Tingono is a plus

• Global Gratitude and Recharge Days
• Flexible, paid time off policy
• Employee wellness programs and counseling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Community impact, paid volunteer time, and opportunities
• Intercultural learning and celebration
• Multiple tools through which to learn and grow, and an incredible global community