Customer Success / Account Manager

Role & responsibilities

• Manage assigned customer accounts and serve as the primary point of contact.
• Build and maintain strong relationships with business stakeholders and senior leadership.
• Conduct regular client meetings, business reviews, MBRs, QBRs, and customer visits.
• Understand customer business objectives, challenges, KPIs, and success criteria.
• Monitor customer satisfaction and proactively address concerns or service issues.
• Drive product adoption and ensure customers are utilizing relevant features and capabilities.
• Identify underutilized features and recommend solutions to improve customer ROI.
• Conduct monthly RAG (Red/Amber/Green) health assessments for assigned accounts.
• Identify account risks early and create action/recovery plans to improve account health.
• Own the end-to-end renewal process, including value discussions, negotiations, and closure.
• Minimize customer churn and maximize retention and renewal rates.
• Identify upsell and cross-sell opportunities across products, features, licenses, integrations, AI solutions, and other services.
• Develop account growth and expansion plans for strategic customers.
• Identify opportunities to expand into new departments, use cases, teams, or geographies.
• Work with Sales and Pre-Sales teams to develop and close expansion opportunities.
• Manage customer escalations and coordinate with internal teams for timely resolution.
• Collaborate with Product, Engineering, Support, and Sales teams to resolve customer issues.
• Collect customer feedback and communicate actionable insights to internal stakeholders.
• Track account metrics such as adoption, engagement, CSAT, NPS, renewal status, revenue, and expansion.
• Maintain accurate CRM records, account plans, health dashboards, and customer information.
• Prepare regular account performance and business reports for management.
• Ensure assigned accounts continuously move toward or remain in the Green health category.

Preferred candidate profile

• Experience in Customer Success, Account Management, Client Success, Relationship Management, or B2B SaaS.
• Experience managing mid-market or enterprise accounts.
• Experience handling renewals, retention, upselling, and cross-selling.
• Experience working with senior client stakeholders.
• Exposure to SaaS products, technology platforms, AI tools, integrations, or digital solutions is an advantage.