Customer Success Manager - ENT and SMB

Job description

Essential Duties and Responsibilities: - Serve as the primary post‑sale point of contact for assigned customer accounts, ensuring successful adoption and ongoing usage of Developer, Controller, and Monitor. - Monitor customer behavior, performance metrics, and product engagement to proactively identify churn risks and develop mitigation strategies; scope of engagement may include managing a larger portfolio of SMB customers or fewer, more complex Enterprise accounts. - Drive renewal processes for SaaS contracts by communicating value, addressing customer concerns, and ensuring timely execution of renewal documentation. - Forecast Net Revenue Retention (NRR) opportunities within assigned accounts by identifying expansion, upsell, and cross‑sell potential. - Conduct regular customer engagements, which may range from scaled check‑ins and cadence‑based outreach (SMB) to structured business reviews and strategic planning sessions (Enterprise). - Coordinate with Onboarding Managers to ensure a smooth transition from implementation to long‑term customer success. - Partner with Regional Sales Managers and Project Development Advisors to support customer initiatives, resolve product issues,...