Customer Success Manager I

Serve as the primary point of contact for assigned customers and partners

Establish and maintain regular check-ins, including dashboard and report reviews

Create and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items.

Monitor and ensure adherence to contractual commitments, including SLAs

Stay informed and drive engagement around upcoming renewals

Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use cases with a focus on upsell opportunities

Provide input on overall customer and partner health

Handle quality escalations and issues unresolved through standard Customer Care processes, collaborating with internal departments to ensure timely resolution and preventive measures.

Initiate and monitor action plans for identified quality trends and provide regular progress updates to customers/partners

Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports

Coordinate setup of non-standard customer reports and dashboards as needed

Review key performance indicators (KPIs) regularly with customers/partners

Communicate essential details to customers/partners about product retirements and replacement solutions

Ensure customer readiness for new product features integration

Create Product Inquiry tickets and coordinate customer responses

Create and maintain customer and partner-specific playbooks

3 to 6 years of relevant, customer-facing experience, working in an account management role demonstrating successful customer satisfaction and relationship management outcomes

Excellent verbal and written communication abilities for interacting with customers, partners, and internal teams.