Customer Engagement & Value Realization

Serve as the customer's trusted advisor through scalable 1:1 and 1:many engagements.
Drive activation, adoption, and product stickiness through customer education, digital programs, webinars, and targeted lifecycle motions.
Support customers across a scaled book of business by combining data signals, playbooks, and structured outreach to influence customer outcomes at volume.
Execute adoption reviews using data-driven templates to showcase value realization, highlight adoption progress, and align on success metrics with key stakeholders.

Onboarding & Product Enablement

Lead scaled onboarding and training sessions, ensuring customers adopt key workflows quickly and effectively.
Facilitate customer workshops—individually or at scale—to map use cases, reinforce best practices, and accelerate time-to-value.

Risk, Growth & Health Monitoring

Identify risk and opportunity signals using dashboards, product telemetry, and automated journeys.
Execute proactive outreach to reduce churn risk, accelerate adoption, and create pathways for expansion in partnership with Sales and Renewals.
Deliver clear customer health insights and recommend optimization strategies aligned with business goals.

Cross-Functional Collaboration

Partner closely with Customer Success Managers, Onboarding Managers, Support, Product, and Sales to ensure a cohesive customer experience.
Provide customer trend insights and data-driven feedback to internal stakeholders to influence product direction, digital programs, and scaled CS strategy.

Customer Reporting & Insights

Synthesize account-level and segment-level insights into digestible reports highlighting progress, adoption blockers, and actionable recommendations.
Support continuous improvement of digital journeys, customer-facing content, and scalable adoption programs.

CUSTOMER SUCCESS MANAGER