The Customer Success Manager – Key Accounts is responsible for the performance, growth, and retention of a portfolio of high‑value enterprise customers within an assigned vertical. This role serves as the primary relationship owner, driving customer outcomes through strategic planning, consultative partnership, and proactive value realization. The CSM leads renewal and expansion efforts, aligns customer goals with product capabilities, and ensures long‑term customer satisfaction and success.

• Develop and execute strategic account plans that translate customer goals and business objectives into actionable initiatives that drive measurable value.
• Build trusted, long‑term relationships with key stakeholders, including senior executives, to influence adoption, expansion, and multi‑year partnership alignment.
• Identify, qualify, and drive upsell and cross‑sell opportunities through consultative recommendations and value‑based selling.
• Analyze customer data, usage trends, and performance benchmarks to uncover insights, risks, and opportunities; partner with Strategy teams to deliver data‑driven recommendations.
• Lead renewal forecasting, risk mitigation, and commercial conversations to meet and exceed quarterly revenue targets.
• Serve as a strategic advisor with advanced knowledge of marketing strategies, competitive landscapes, and product differentiation.
• Collaborate cross‑functionally with Sales, Product, Marketing, and Customer Support to ensure seamless customer experiences and advocate for customer needs.
• Manage escalations with sound judgment, ensuring timely resolution and clear communication across internal and external stakeholders.
• Maintain accurate, up‑to‑date account information, forecasts, and activity records in Salesforce.
• Represent the company at customer meetings, industry events, and association conferences as needed (up to 10% travel).
• Participate in internal program meetings and contribute insights that support the broader Customer Success organization.

Required:

• Minimum 5 years of experience in Customer Success or other revenue‑driving, customer‑facing roles, ideally within a SaaS environment.
• 2+ years of experience generating, qualifying, negotiating, and closing upsell/cross‑sell opportunities.
• Proficiency with Salesforce or similar CRM platforms.
• Bachelors or Masters degree preferred.

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KNOWLEDGE/SKILLS/ABILITIES

Required:

Customer & Account Leadership

• Experience managing a portfolio of ~40 enterprise‑level B2B accounts with complex organizational structures.
• Proven ability to own renewals and expansions, including forecasting, risk mitigation, and value‑based selling in partnership with Sales.
• Demonstrated success driving long‑term strategic account plans, including stakeholder mapping, success planning, and roadmap alignment.
• Strong executive presence with the ability to influence and engage senior leaders across a matrixed organization.
• Skilled at navigating escalations, objections, and sensitive customer conversations with diplomacy and confidence.

Business, Product & Industry Expertise

• 5+ years of experience in a SaaS environment with a strong understanding of subscription economics, customer lifecycle, and value realization.
• Ability to translate technical, operational, and business concepts depending on customer needs and product usage.
• Advanced understanding of marketing strategies, competitive landscapes, and product differentiation.
• Industry certifications (e.g., NARPM, CAI) highly desired.

Cross‑Functional Collaboration

• 5+ years of experience partnering with Sales, Product, Marketing, and Customer Support to drive customer outcomes.
• Ability to influence without authority and work effectively in a cross‑matrixed environment, including virtual collaboration.
• Experience providing customer insights to internal teams to inform product development and go‑to‑market strategy.

Data‑Driven Decision Making

• Ability to analyze customer data, usage patterns, and business metrics to identify risks, opportunities, and expansion potential.
• Comfortable using CRM tools (Salesforce) and customer success platforms to manage workflows, forecast renewals, and track account health.

Communication & Relationship Building

• Excellent written, verbal, and interpersonal communication skills, including the ability to present to executive audiences.
• Strong relationship‑building skills with the ability to become a trusted advisor to customers and internal stakeholders.

Operational Excellence

• Strong organizational and time‑management skills with the ability to prioritize a high‑volume, high‑touch book of business.
• Detail‑oriented, self‑motivated, and proactive with consistent follow‑through.
• Willingness to attend industry events, trade shows, and association meetings (including evenings/weekends as needed).

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas utilizing the spoken word. May be required to sit and/or stand for long periods. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. May be required to lift or move 10+ pounds.

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.