Job at a glance
Job Title: Customer Success Manager Reports To: SVP, Strategic Accounts Job Overview: The Customer Success Manager is responsible for managing, retaining, and growing relationships across a portfolio of existing B2B clients. This role focuses on customer satisfaction, renewals, account expansion, and add-on business. The Customer Success Manager serves as a trusted advisor to clients while partnering closely with Operations and other internal teams to support strong service delivery, resolve issues, and increase long-term client value.
The position is responsible for maintaining strong client relationships, understanding business needs, coordinating internal resources, supporting commercial activity, and ensuring that client commitments are addressed proactively and professionally. Duties and Responsibilities: Customer Success & Relationship Management Own day-to-day commercial relationships with a portfolio of existing B2B clients.
Build and maintain trusted relationships with key stakeholders, decision-makers, executive contacts, and other client representatives. Serve as a primary point of contact for assigned clients regarding account-related needs, business priorities, and commercial matters. Develop a strong understanding of client business objectives, organizational priorities, challenges, service expectations, and evolving needs.
Monitor account health, customer satisfaction, service performance, and retention risks. Lead or support regular account reviews and Quarterly Business Reviews (QBRs), including preparation of agendas, reporting, action items, and follow-up. Proactively identify client concerns, risks, and opportunities and coordinate appropriate internal follow-up. Partner with Operations to address service concerns, develop effective solutions, and support recovery plans when issues arise.
Track commitments, action items, and next steps to ensure timely resolution and clear communication with the client. Promote a proactive, consultative approach to client engagement and identify opportunities to strengthen the overall customer experience. Renewals & Account Growth Own the renewal process for assigned accounts, ensuring strong retention, timely planning, and effective coordination with internal stakeholders.
Maintain awareness of contract terms, renewal dates, scope of services, pricing, and other commercial considerations affecting assigned accounts. Identify and pursue add-on, upsell, and cross-sell opportunities within existing accounts. Expand relationships into additional departments, locations, services, and business units where appropriate. Develop account plans that identify retention strategies, relationship priorities, expansion opportunities, and key actions.
Maintain a qualified pipeline of expansion opportunities and provide accurate visibility into opportunity stages, timing, and probability. Partner with internal teams on pricing, proposals, Statements of Work (SOWs), renewals, amendments, and contract changes. Coordinate client requirements and supporting information for proposals and commercial activities. Meet defined customer retention, renewal, account-growth, and revenue objectives.
Track and report account growth activity and results, including retention, renewal, upsell, and cross-sell performance. Internal Partnership & Commercial Discipline Partner closely with Operations, Finance, Solutions, and leadership to deliver on client commitments and address account priorities. Facilitate communication between clients and internal stakeholders to ensure expectations, responsibilities, and timelines are understood.
Maintain accurate CRM records, account plans, renewal dates, opportunities, activities, and forecasts. Maintain organized documentation related to account plans, commercial activity, client meetings, proposals, and renewals. Provide leadership with regular updates regarding account health, renewals, risks, client priorities, and growth opportunities. Prepare and commu