Customer Success Manager

Job Summary:

The Customer Success Manager is responsible for ensuring clients achieve measurable value 

management platform by driving successful activation, improving customer health, identifying growth

opportunities, and managing renewals. This role oversees the full client lifecycle, serving as a strategic advisor to

stakeholders while coordinating internal teams to support client goals, mitigate risks, and strengthen long-term

client relationships. The CSM is accountable for portfolio health, expansion readiness, stakeholder engagement, and

operational excellence.

Duties and Responsibilities

Lead client activation by conducting stakeholder mapping, delivering onboarding and producttraining

sessions, and overseeing full account setup and workflow integration.

Manage and improve customer health through weekly health score reviews, proactive check-ins, structured

success planning, and risk mitigation strategies.

Identify and qualify growth opportunities by uncovering additional client needs, performing feature gap

analyses, and coordinating expansion handoffs to Sales.

Reduce churn risk by initiating renewal discussions early, logging risks in the CRM, facilitating executive

alignment, and leading renewal negotiations.

Ensure operational excellence by triggering inbound requests, communicating client needs to internal

teams, and maintaining disciplined planning to support strategic account work.

Drive continuous client engagement by managing NPS/CSAT feedback follow-ups, maintaining complete

stakeholder mapping, and ensuring strong stakeholder communication across all segments.

Behavioral Competencies

Strong relationship-building capabilities, developing trust-based partnerships across diverse client

stakeholders.

Effective communication skills,with the ability to tailorinformation to operational, technical, and

executive audiences.

Proactive problem-solving mindset, anticipating risks and implementingstructured mitigation plans.

Adaptability in navigating evolving clientrequirements, shifting priorities, and dynamic product

environments.

Strong ownership and accountability for achieving client outcomes, portfolio health, and retention goals.

Education and Experience

Bachelors degree in Business,Human Resources,Communications, or a related field.

3–5+ years of experience in Customer Success, Account Management, Consulting, or other client-facing

roles, preferably within SaaS or HR technology environments