The Position
As a Mid-Market/Enterprise Customer Success Manager, you will act as a trusted advisor and advocate for our customers, taking full ownership of the entire customer lifecycle from initial onboarding to an established, long-term partnership. In this role, you will bring deep expertise in lifecycle management, with a sharp focus on driving customer retention, mitigating churn, and executing structured business reviews and success plans. You have a proven track record of managing complex implementation projects for a medium-sized book of clients, alongside a keen ability to understand diverse client needs, identify growth opportunities, and deliver targeted solutions. A natural and meticulous problem-solver, you are passionate about executing strategies across various technical scenarios and customer verticals. Additionally,
you possess exceptional, well-structured English communication skills, allowing you to seamlessly navigate, present to, and build strong relationships with stakeholders at every level of your business portfolio.
Role Expectations
Demonstrated experience as a Customer Success manager.
Adaptive Portfolio Re-prioritization: Stays completely on top of a defined book of business despite high volume and constant change, re-prioritizing tasks quickly to maintain a consistent communication flow, QBR cadence, strict Vitally hygiene, and keeping CSAT and responsiveness at required company standards.
Rigorous