Customer Success Specialist

The Customer Success Manager (CSM) owns a portfolio of customers, driving adoption, value realization, and long‑term retention. The CSM acts as a strategic advisor, aligning the product to customer business goals, coordinating internal resources, and identifying growth opportunities.

Key responsibilities

• Build and maintain strong relationships with key stakeholders (executive sponsors, champions, and power users) across assigned accounts.
• Lead onboarding and adoption plans in partnership with Implementation, ensuring customers achieve time‑to‑value targets.
• Monitor customer health using usage data, support trends, and sentiment to proactively address risk and identify expansion opportunities.
• Conduct regular check‑ins and executive business reviews to present outcomes, roadmap updates, and joint success plans.
• Partner with Sales on renewals and upsell motions by identifying additional use cases, user groups, or modul...