Customer Success Manager II

As a Customer Success Manager, you will serve as the primary point of contact for global top and tier-1 assigned customers and partners. In this role, you will blend high-touch relationship management, proactive communication, and industry expertise to ensure customer satisfaction, drive account health, and unlock business growth.

You will manage everything from high-level strategic reviews and upsell opportunities to operational quality management, escalations, and custom playbooks.

Key Responsibilities

Relationship & Account Health Management

• Serve as the main point of contact for top-tier global customers and partners, maintaining regular check-ins and dashboard/report reviews.

• Deliver impactful Quarterly Business Review (QBR) presentations, capturing highlights and driving actionable follow-ups.

• Monitor contractual commitments and Service Level Agreements (SLAs) to ensure full compliance.

• Stay ahead of upcoming renewals, gather feedback on strategic customer goals, and recommend solutions to uncover upsell opportunities.

• Provide continuous input on overall customer and partner account health.

Escalation & Quality Management

• Act as the escalation point for unresolved Customer Care issues, collaborating across internal departments to deliver timely resolutions and preventive strategies.

• Create and track action plans for quality trends, giving customers regular progress updates.

• Coordinate, finalize, and deliver Root Cause Analyses (RCAs) for Severity Level 1 discrepancies and recurring quality trends.

Data, Reporting & Product Operations

• Identify key accounts to receive standard and non-standard Customer Dashboards, Quality Reports, and Product Usage Reports.

• Regularly review Key Performance Indicators (KPIs) alongside customers and partners.

• Coordinate metadata setup for new license and partnership deals.

• Oversee customer deliveries and communication for limited-release products.

• Generate Product Inquiry tickets and ensure prompt internal alignment and customer responses.

Change Management & Enablement

• Guide customers through product retirements, seamless feature integrations, and replacement solutions.

• Develop and maintain customer- and partner-specific playbooks to standardize success processes.

• Experience: 3+ years of account management or customer success experience, with a proven track record of driving customer satisfaction and strong relationships.

• Language Skills: Excellent written and verbal English communication skills. For select LatAm and Brazil regions, fluent Spanish or Portuguese written and verbal skills are required.

• Availability & Travel: Ability to work daytime hours corresponding to your assigned customer region, with flexibility to travel to customer sites or trade shows as needed.

• Problem Solving & Analytics: Strong data analysis skills—ability to interpret usage metrics and turn data into clear customer insights. Proven capacity to resolve complex issues with win-win solutions.

• Communication & Presentation: Polished presentation skills with high attention to detail and strong documentation habits.

• Adaptability & Organization: Ability to prioritize multiple responsibilities efficiently in a fast-paced, evolving product landscape.

• Technical Aptitude: Proficiency with Google Suite and Microsoft Office Suite.

• Growth Mindset (Plus): Prior experience identifying upsell opportunities and recommending strategic product solutions.

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