Customer Success Manager, Key Accounts

Job Description

Responsibilities

• Grow the relationship. Build strong, lasting relationships with key stakeholders — C-level executives, marketing directors, social media managers, and agency partners.
• Bring a commercial mindset. Uncover new opportunities, qualify upsell and cross-sell leads, and confidently work through objections to expand accounts and defend revenue at renewal.
• Run the cadence. Lead Mutual Success Plan reviews, monthly syncs, Executive Business Reviews, and adoption sessions to track usage, surface risks, and align on strategic goals.
• Drive adoption. Partner with Onboarding and Professional Services to ramp new customers, and deliver ongoing training that keeps value visible throughout the client lifecycle.
• Manage risk and retention. Spot churn risks early, resolve them proactively, and keep satisfaction high across your book. Collaborate effectively with Renewal Managers.
• Tell the story with data. Track account health and key metrics, and turn them into a clear, compelling ROI narrative for customers and internally.
• Work smart. Use generative AI tools like Claude and Gemini to speed up daily work — call prep, troubleshooting, drafting client messaging — so you can focus your time on the strategic parts of the job only you can own.
• Hit your numbers. Consistently meet and exceed quota, managing your book against KPIs and your comp plan.

What you’ll bring

Minimum qualifications:

• 4+ years in Customer Success, Account Management, or Sales in B2B SaaS, including 2+ years managing an Enterprise book of business.
• Strong preference for candidates with prior account management or sales experience — comfortable qualifying leads, uncovering opportunity, and navigating objections in commercial conversations.
• Demonstrated success retaining, renewing, and expanding Enterprise accounts through strategic relationship management.
• Experience building relationships with, presenting to, and influencing senior decision-makers.
• Familiarity with generative AI platforms (e.g., Claude, Gemini) and comfort integrating them into daily operations — call prep, troubleshooting, messaging — to work more efficiently, while retaining full ownership and leadership of strategic client engagements.

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