Customer Success Manager

Suvoda; Conshohocken (Montgomery County); On-site; USD 110,000 - 150,000; Full time

Job summary

Suvoda is seeking a Customer Success Manager to lead high-value customer relationships and drive adoption of our products. You will own renewal rates, NPS scores, and expansion opportunities while directing proactive account management and strategic planning.

The role requires a seasoned professional with a track record in customer retention, cross-functional leadership, and organizational excellence to deliver measurable outcomes and customer satisfaction.

Qualifications

• At least 10 years in account management or equivalent.
• 2+ years of industry-related experience.
• Proven proficiency in customer retention and delivering customer success.
• Ability to align internal resources to meet deadlines.
• Track record of sustaining and growing complex relationships.

Responsibilities

• Maintain strong relationships and ownership of customer success metrics.
• Drive strategic development of customer programs and pursue revenue expansion.
• Identify opportunities to increase revenue conversion.
• Establish initiatives to encourage customer growth and upsell opportunities.
• Create value realization throughout the customer lifecycle.
• Proactively identify account risks and mitigation strategies.
• Collaborate with cross-functional partners to improve support quality and efficiency.
• Coordinate with CSM Leaders on business initiatives and projects.
• Work with marketing to identify customer advocates for feedback and case studies.
• Collaborate with Finance to improve revenue predictability.
• Assist in hiring and training of Customer Success Managers.
• Perform other duties as time or circumstances demand.

Skills

Customer relationship management

Account management

Leadership

Cross-functional collaboration

Presentation skills

Communication

Strategic account planning

Time management

Customer success metrics

Proactive engagement

Education

Bachelor's degree or equivalent experience

Job description

Customer Success Manager

Department: Customer Success

Reports to: Director of Customer Success, Strategic Accounts

The Customer Success Manager is responsible for the building and management of customer relationships while leading the customer to full adoption of our products. The Customer Success Manager plays a key role in developing strategic relationships with customers and demonstrating high NPS scores and expansion opportunities. This role involves the proactive engagement in day to day management of the account including strategic account planning and customer success issue resolution. The Customer Success Manager has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven.

Responsibilities:

• Maintain strong relationships with customers and ownership of customers' success through renewal rate, NPS and other metrics that measure customer success.
• Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements
• Identify opportunities to increase revenue conversion
• Establish initiatives to encourage customer growth and upsell opportunities
• Create and drive value realization throughout the lifecycle
• Proactively identify account risks and drive mitigation strategies
• Work with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and users
• Work with CSM Leaders on business initiatives and other projects
• Work with marketing team to identify customer advocates to participate in feedback opportunities and case studies
• Work with Finance teams to improve revenue predictability for customers
• Assist in the hiring and training of Customer Success Managers
• Perform other duties, assignments, and special projects as time or circumstances demand

Qualifications:

• At least 10 years working in account management or equivalent role
• Bachelor's Degree or equivalent combination of education and experience preferred
• At least 2 years of Industry related experience required
• Proven proficiency in customer retention, presentation skills and ability to work independently to drive a virtual team to deliver customer success
• Ability to align internal resources to meet customer requirements and deadlines.
• Proven track record of sustaining and growing complex relationships
• Commercial instincts a must with strong leadership, teamwork, & cross-group collaboration skills.
• Be a self-starter with a positive attitude
• Extremely organized, with effective time management skills

As set forth in Suvoda's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you are based in California, we encourage you to read this important information for California residents linked here.