Customer Success Manager

Competencies

• Our team comes from diverse backgrounds, the common denominator is drive and ambition.
• Perhaps you've spent a minimum of 3-5 years in high-performance environments like management consulting or a fast-growth startup, where clear thinking, fast execution, and accountability to outcomes were non-negotiable.
• Or perhaps you have previously been a CS leader and are now looking to bring your expertise to others.
• You've been consistently promoted and entrusted with increasing responsibility.
• You bring strong business acumen, genuine curiosity about AI and the SaaS landscape, and a winner's mentality with a track record in competitive sports, academics, or other arenas that proves you're top talent who rises to every challenge.
• Commercially focused: you think in terms of revenue and business outcomes and can engage with senior stakeholders on the metrics and strategies that impact their bottom line.
• Comfortable owning the full outcome: you connect product adoption to measurable business impact and view customer outcomes as a direct reflection of your work.
• Self-directed and adaptable: you take initiative without waiting for direction, learn quickly, and thrive when given autonomy and accountability.
• Tech-savvy curiosity: you're naturally interested in how technology and AI can create leverage, improve decisions, and shape new ways of working.
• Highly ambitious: you set challenging goals and execute with urgency, driven by growth for both your customers and yourself.

Trajectory

• In this role you will:
• Own commercial outcomes end to end, managing customers from onboarding through renewal and expansion, driving retention and maximizing NRR.
• Deliver measurable customer outcomes, aligning your strategy to either revenue expansion or operational efficiency and systematically tracking progress.
• Identify opportunities proactively, analyzing usage patterns, engagement signals, and customer health data to uncover expansion opportunities and mitigate churn risks.
• Drive product adoption as the foundation for creating long-term value and sustainable revenue growth.
• Inform product and go-to-market strategy through your direct customer engagement, shaping product roadmap priorities and commercial strategy.

Definition of Success

• The ones who succeed in this role are becoming the leaders of the next decade.
• They own the revenue, stay closest to the customer, and deliver the outcomes that matter most.
• You are continuously growing your portfolio's revenue, hitting and exceeding NRR targets quarter over quarter.
• You are consistently seen as a trusted advisor to revenue leaders, helping them translate strategy into measurable outcomes.
• You are proactively identifying expansion opportunities and acting on churn signals before they become problems.
• You are driving product adoption as the foundation for long-term value and sustainable revenue growth.
• You are growing into broader commercial leadership responsibilities within the team.