Customer Success Manager (US)

Kalibrate’s Customer Success Manager ensures successful delivery of software and analytics solutions while driving commercial growth. The role owns client-facing deliverables, leads professional services engagements, manages client relationships, and supports renewals and upsell opportunities.

Responsibilities:

• Own all client-facing deliverables related to software and analytics projects
• Ensure timely and high-quality delivery of presentations, reports, and insights
• Maintain accountability for the results and outcomes of professional services engagements
• Finalize the development of client presentations
• Serve as the primary presenter in client meetings, articulating insights, recommendations, and strategic value
• Translate complex analytics into actionable business insights for clients
• Partner with internal analytics and platform teams to align on project goals and timelines
• Coordinate with model development and implementation teams, while not directly responsible for: Building models Quality control (QC) of model development QC of model implementation
• Own the renewal process for assigned accounts, ensuring timely and successful contract extensions
• Identify and drive upsell opportunities, including: Additional software licenses New professional services engagements Software modules and feature expansions
• Collaborate with Product teams to scope and position new offerings aligned with client needs
• Utilize reporting and analytics to track commercial performance metrics across accounts
• Build and maintain strong relationships with client stakeholders
• Act as the voice of the customer internally, advocating for client needs and priorities
• Monitor client satisfaction and proactively address issues or concerns

Requirements:

• Bachelor's degree in Business, Analytics, Marketing, or related field
• 5+ years of experience in customer success, account management, or professional services in a software or analytics environment
• Strong presentation and communication skills, with experience leading client meetings
• Ability to manage multiple projects and priorities in a fast-paced environment
• Familiarity with analytics concepts and software platforms (e.g., BI tools, data visualization)
• Master's
• Experience working with cross-functional teams, including data science, implementation, and product
• Strategic thinking and problem-solving abilities
• Strong organizational skills
• Commercial acumen and experience in contract renewals and upselling