Customer Success Manager, Enterprise Agency

What you’ll do:

• Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business
• Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations
• Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers
• Own the full book of business, including all renewals and a pipeline of expansion opportunities
• Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings)
• Forecast renewals and expansion revenue with a high degree of accuracy
• Execute on-time contract renewals and mitigate churn risk
• Identify customer risks early and partner with Support, Product, and leadership to resolve issues
• Lead regular business reviews (QBRs) with key accounts
• Provide customer insights and feedback that influence product development and go-to-market strategy

How success will be measured in this role:

• Achievement of Gross and Expansion Revenue Retention targets
• Pipeline creation and conversion across expansion opportunities
• Accurate renewal and expansion forecasting (<5% variance)
• Strong customer health and engagement
• Consistent achievement of Customer Success KPIs

If the details below describe you, you could be a great fit for this role:

• 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment
• Experience working with agency customers or similar client types preferred
• Proven experience owning a revenue target (retention and/or expansion)
• Experience managing complex renewal cycles and driving expansion within enterprise accounts
• Ability to leverage data (usage, adoption, engagement) to inform customer strategy
• Experience managing a pipeline and forecasting revenue
• Demonstrated executive presence and ability to build relationships across multiple stakeholders
• Strong communication skills with the ability to de-escalate and solve customer challenges
• Experience with contract management and negotiation