Customer Success Manager (Customer Account… at Primetics… · Warner…

This Customer Success Manager role carries a blended portfolio spanning both high-complexity strategic accounts and efficiently managed standard accounts. You will serve as the primary point of accountability for a defined book of business, owning client relationships, driving delivery outcomes, and ensuring Silvervine’s commitments are met.

This is a senior individual contributor role. You will not manage the CS team but are expected to operate with a high degree of autonomy, set the standard for delivery quality, and represent Silvervine credibly at the executive level.

• Own a blended book of business - providing high-touch, consultative engagement for complex strategic accounts while maintaining consistent, efficient coverage across standard-tier clients.

• Serve as the primary relationship owner for assigned accounts, building trust with C-suite and VP-level stakeholders and acting as a credible advisor on how Silvervine solutions support their business goals.

• Drive accountability across implementation, configuration, and support workstreams by coordinating closely with engineering, BA, and QA resources without requiring management escalation.

• Monitor project health and professional services utilization; identify risk early and take action - whether that means an internal realignment or a direct client conversation.

• Lead Quarterly Business Reviews, executive check-ins, and strategic planning sessions with clarity and confidence.

• Identify, position, and manage organic expansion and renewal opportunities by understanding client roadmaps, contract structures, and commercial terms — including leading client conversations for renewals and price increases in partnership with Sales and Leadership.

• Manage scope and change order conversations proactively, with a clear understanding of SOW boundaries and professional services dynamics.

• Represent the voice of the client internally - surfacing patterns, escalating product feedback, and contributing to CS process improvement.

• Use Jira and Confluence to manage delivery tracking, document client-facing decisions, and maintain transparent project visibility across internal teams.

Regular

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