Customer Success Manager

Job Title: Customer Success Manager

• Own Customer Success Plan:
  • Coordinate roles and engage customers in goal‑setting.
  • Set KPIs, tracking methods, and Success Plan elements with key decision‑makers.
  • Build stakeholder map and communicate the role of the CSM.
  • Work with implementation team to outline resource requirements and risks based on deployment readiness.
• Participate in handovers:
  • Join internal handover meetings organized by the Account Manager to understand the Account Plan and customer context.
• Ensure Early Adoption and Usage:
  • Support implementation and share progress updates with key buyers/decision‑makers.
  • Facilitate the final go‑live meeting with key administrators and decision‑makers to align on deployment goals.
  • Conduct regular post‑launch check‑ins, discuss key data points, and problem‑solve adoption improvement opportunities.