Serve as the primary point of contact for assigned customer accounts
Build and maintain strong relationships with executive sponsors, business stakeholders, and end users
Develop a deep understanding of client business goals, operational challenges, and success metrics
Conduct regular customer touchpoints, strategic reviews, and account health assessments
Act as a customer advocate internally to ensure alignment across delivery, support, sales, and leadership teams
Drive customer adoption, engagement, and long-term value realization
Monitor account health indicators including utilization, adoption, satisfaction, and risk signals
Develop success plans and remediation strategies for at-risk accounts
Coordinate onboarding, training, and customer enablement activities
Ensure timely resolution and escalation of customer concerns when necessary
Identify opportunities for upsell, cross-sell, renewals, and expanded services
Support contract renewals and commercial discussions
Maintain accurate account forecasts, pipeline visibility, and customer engagement documentation
Track and report on customer KPIs, project status, and satisfaction metrics
Prepare executive-ready presentations, QBRs, and account summaries
Collaborate cross-functionally to improve customer experience and delivery consistency

8+ years of experience in Customer Success, Account Management, Professional Services, or related client-facing roles
Experience managing enterprise or mid-market customer relationships
Strong executive communication and presentation skills
Proven ability to manage multiple accounts and priorities simultaneously
Experience with CRM and customer success tools such as Salesforce, HubSpot, Gainsight, Zendesk, or similar platforms
Strong problem-solving, organizational, and relationship-building skills
Bachelor’s degree required
SAP Business One Certification – Sales
Travel up to 15%

Customer Success – Account Manager

Key skills