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 o...