About the Role
The Customer Success Manager (CSM), Commercial acts as a strategic partner for a portfolio of 75–80 commercial customers. In this role, you will own customer relationships end to end, translating platform insights into measurable business outcomes, proactively mitigating risk, and driving retention, expansion, and long-term value realization.
In this role, you will:
-
Own and manage a portfolio of 75–80 accounts, driving retention, renewal, and value realization
-
Build and execute Success Plans aligned to customer business objectives
-
Deliver data-driven Executive Strategy Reviews that link platform usage to business impact
-
Identify early risk signals, develop mitigation plans, and lead recovery conversations to prevent churn
-
Navigate high-stakes and difficult conversations with executive presence and professionalism
-
Drive product adoption by connecting platform capabilities to customer goals and use cases
-
Monitor usage and account health data to proactively address adoption or engagement risks
-
Collaborate cross-functionally with Sales, Renewals, Support, People Science, and Services to deliver a unified customer experience
-
Leverage AI and systems of record to synthesize insights, document key moments, and scale impact
-
Gather and act on feedback from customers and peers to continuously improve outcomes
You have:
-
1–3 years of experience in Customer Success, Account Management, or a related client-facing role in a fast-paced SaaS environment, with proven ability to manage a high-volume book of business
-
Strong strategic communication and executive presence, able to influence stakeholders through clear, data-backed storytelling and confidently navigate high-stakes or difficult conversations
-
A proactive, ownership-driven mindset with demonstrated success identifying risk, driving mitigation plans, and protecting retention while uncovering expansion opportunities
-
Deep platform, data, and AI fluency, using usage insights and tooling to drive adoption, value realization, and scalable customer impact
-
Exceptional prioritization and operational rigor, balancing competing demands while collaborating cross-functionally to deliver outcomes
