Customer Success Manager
You will own post-sale success for key accounts, including onboarding, adoption, renewals, and expansion. You will create success plans aligned with customer goals, run proactive check-ins, QBRs, and enablement sessions, and help customers realize long-term value. You will partner with Product, Engineering, FDEs, and AEs to resolve complex needs, surface feedback, identify expansion opportunities, and improve customer outcomes. You will monitor health, usage, and adoption metrics, address blockers, develop Customer Success playbooks, and advise customers on best practices, new features, and workflows.
Responsibilities
- Own post-sale onboarding, adoption, renewal, and expansion for key accounts
- Build and execute success plans aligned with customer goals and product capabilities
- Drive adoption and value realization through proactive check-ins, QBRs, and enablement sessions
- Partner with Product and Engineering to surface feedback and shape roadmap priorities
- Partner with FDEs to solve complex customer needs
- Collaborate with AEs to identify and qualify CSQLs for expansion
- Troubleshoot blockers, coordinate internal support, and ensure fast resolution
- Track health scores, usage, and adoption metrics to identify risks and opportunities
- Build Customer Success playbooks and processes based on learnings
- Advise customers on best practices, new features, and workflows
Requirements
- Experience in customer success, account management, or solution consulting in SaaS or AI
- Track record of driving adoption, renewals, and expansion across mid-market, enterprise, and strategic accounts
- Ability to communicate with empathy, business acumen, and technical curiosity
- Ability to translate technical capabilities into clear business outcomes
- Ability to run onboarding, QBRs, and success plans with multiple stakeholders
- Ability to collaborate with Product, Sales, and Engineering to champion the customer voice
- Experience supporting developer tools or AI-native products is a bonus