Customer Success Manager – Commercial

Job Description

Responsibilities

• Own your book of business: Manage 45–55 mid-market accounts, driving adoption, retention, and growth across your portfolio.
• Champion customer outcomes: Understand each customer’s business goals and connect product adoption to measurable results and ROI.
• Tell the customer story: Deliver compelling QBRs and executive briefings that tie product value to business impact.
• Lead commercial conversations: Own renewal and expansion discussions end-to-end, collaborating with Sales, Legal, and leadership as needed.
• Own your book of business: Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives.
• Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives — tailoring value conversations to each.
• Operate with ownership: Proactively identify risks and escalate to your manager with clear context and recommended next steps, ensuring predictable follow-through.
• Advocate internally: Serve as a voice of the customer with Product & Engineering teams, by synthesizing and surfacing customer product feedback.
• Collaborate cross-functionally: Partner with Professional Services, Support, and Product to align on solutions and ensure a seamless customer experience.
• Become a product expert: Understand how our platform works and how it delivers value, so you can help customers translate functionality into meaningful business outcomes.
• Contribute to team growth: Spot patterns across accounts and share insights with your manager and team to help improve our processes and success playbooks.
• Drive operational excellence by integrating AI into your daily motion – from running agents that automate common tasks to using LLMs for deep-dive account queries and predictive health monitoring

Requirements

• 2–4 years of experience in Customer Success, Account Management, or similar SaaS role.
• Proven success managing a high-volume, high-value customer portfolio — prioritizing effectively across varied needs and engagement levels.
• Strong commercial acumen — experienced in renewal negotiations, deal execution, and balancing customer advocacy with business goals.
• Exceptional communication and relationship-building skills, from admins to C-suite stakeholders.
• Strategic, curious, and customer-centric mindset — focused on long-term outcomes, not transactional check-ins.
• Strong organizational rigor: documentation, forecasting, and account planning come naturally to you.

Nice to Have

• Experience supporting Incentive Compensation Management (ICM), Sales Performance Management (SPM), or complex Fintech/Accounting solutions; ideally with direct experience navigating the Office of the CFO and Revenue personas.
• Proficiency with popular CRMs (e.g., Salesforce) and Customer Success platforms (e.g., ChurnZero)

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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