Manager, Customer Success

Role Summary

You will own the day-to-day execution of Customer Success across a portfolio of clients, ensuring adoption, retention, and expansion. You will lead a small team of CSMs and work tightly with Professional Services (implementation), Support (Zendesk), and Product/Engineering to drive measurable customer outcomes. This role is accountable for health scoring, churn risk management, QBR discipline, and turning feedback into a prioritised, closed-loop action plan.

Key Responsibilities

Customer outcomes and retention

• Own customer health across assigned segments, maintain an accurate health score and risk register.
• Drive renewal readiness, reduce churn risk, and ensure customers achieve measurable outcomes post-go-live.
• Run a consistent QBR cadence for key accounts (agenda, metrics, actions, follow-up).

Adoption and value realization

• Build and execute adoption plans for key module...