Customer Success Manager

Job Role
A strategic, client-facing role responsible for growing existing accounts (farming), ensuring delivery success, supporting Statement of Work creation, and formally closing customer projects with measurable outcomes
Account farming & revenue growth
Identify and pursue upsell and cross-sell opportunities within existing accounts to grow revenue
Conduct regular business reviews to surface new needs aligned to client goals
Maintain a healthy account expansion pipeline in CRM; track whitespace and expansion signals
Collaborate with sales and pre-sales teams to develop account growth strategies

Business reviews & customer engagement
Plan and facilitate structured business reviews on agreed cadences — weekly check-ins, monthly service reviews, and quarterly business reviews (QBRs)
Lead QBR conversations at senior stakeholder level, presenting value delivered and aligning on next-quarter priorities
Use monthly reviews to track progress against the c...

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