Own strategic account planning and stakeholder engagement, ensuring alignment to institutional goals.
Partner closely with Account Management to influence renewal and expansion outcomes, providing value narratives, risk flags, and renewal readiness materials.
Build ROI proof points and value narratives for AM to use in customer-facing ROI meetings.
Own implementation of Chat, Community, and Assistant, guiding customers from kickoff through full adoption.
Analyze customer usage and engagement data to identify opportunities for improved adoption and retention, routing expansion signals to AM with context.
Facilitate regular reviews and track progress against success plans for all Tier 1 customers; quarterly cadence for Tier 2.
Deliver product training and resources to maximize platform usage.
Maintain accurate, up to date customer health signals and proactively flag risks or blockers to AM, with mitigation plans attached.
Develop strong, multi-level relationships across institutions, building resilience beyond a single champion.
Keep internal success tools (Salesforce) up to date with key updates and engagement insights.

Relationship-building across multi-level stakeholders, with the ability to build resilience beyond a single champion
Strategic planning: able to build forward-looking success plans aligned to institutional priorities, not just react to what's in front of them
Operational rigor: disciplined CRM hygiene, accurate reporting, predictable cadence across a portfolio
Analytical and data-driven approach to health scoring, usage analysis, and early risk identification
Excellent communication and storytelling, particularly with executive audiences
Cross-functional collaboration, especially with Account Management, Product and Support
Sound commercial judgment: able to build credible value narratives and risk flags that AM can act on, without owning negotiation
Organizational and time management strength

Customer Success Manager

Key skills