Customer Success Manager

📋 Description

• • As a Customer Success Manager at Crowdtap Inc., you will be at the forefront of our mission to empower enterprises with real-time market research and insights. You will play a pivotal role in our AI-powered SaaS innovation journey, contributing directly to the establishment and scaling of a client success engine designed to deliver measurable customer outcomes and foster durable revenue growth.
• • This role is specifically tailored for a commercially driven individual who will take ownership of the entire customer lifecycle for net-new commercial accounts, from initial onboarding through to first-term renewals. You will be entrusted with managing a significant book of business, approximately $5 million in Annual Recurring Revenue (ARR), leveraging cutting-edge automation workflows and streamlined success processes to maximize customer value and retention.
• • Your primary accountability will be to accelerate the time-to-value for our clients, ensuring they quickly realize the benefits of Suzy's platform. You will be instrumental in driving high adoption rates, embedding our AI-powered SaaS solution into their core workflows, and ultimately securing their continued partnership.
• • This is a revenue-impacting position, demanding a proactive and results-oriented approach. Success in this role is directly tied to clear performance expectations and the ability to influence customer retention and expansion.
• • You will lead high-impact onboarding initiatives, meticulously designed to ensure rapid activation and facilitate early business wins for your clients. This involves understanding their unique business objectives and aligning Suzy's capabilities to achieve them from the outset.
• • A key responsibility is to drive deep adoption of Suzy’s AI-powered SaaS platform. This goes beyond basic usage; you will work to ensure the platform becomes an integral part of customer workflows, enhancing their decision-making processes and operational efficiency.
• • You will own the critical aspects of customer outcomes and retention for your assigned portfolio, which represents a substantial ~$5 million book of business. This ownership requires a deep understanding of customer needs and a commitment to their ongoing success.
• • Developing comprehensive success plans is crucial. These plans will be meticulously aligned with executive Key Performance Indicators (KPIs) and overarching business objectives, ensuring that the value delivered by Suzy is quantifiable and directly contributes to client success.
• • Proactive identification of churn risk is paramount. You will implement robust mitigation strategies to address potential issues before they impact customer retention, safeguarding the revenue stream.
• • You will directly own and successfully close first-term renewals, working collaboratively with the Sales team where appropriate to ensure a seamless transition and continued partnership.
• • A significant part of your role will involve surfacing and qualifying expansion opportunities within your existing accounts. This requires a keen eye for identifying unmet needs and potential areas where Suzy can provide additional value, which you will then hand off to the Commercial team for further development.
• • You will be responsible for delivering executive-level business reviews. These reviews must clearly demonstrate the measurable Return on Investment (ROI) and tangible business impact that clients are achieving through their use of Suzy's platform.
• • To efficiently manage and grow your portfolio at scale, you will effectively leverage CSM automation workflows and scalable processes. This ensures that your efforts are focused on high-value activities and strategic engagement.
• • Cross-functional partnership is essential. You will collaborate closely with Sales, Product, and Support teams to optimize the entire customer lifecycle, ensuring a cohesive and positive experience for every client.
• • Success in this role will be measured by strong onboarding velocity and early product adoption, high first-term renewal rates across net-new accounts, clear documentation of customer ROI and business impact, the generation of a healthy expansion pipeline from well-managed accounts, and effective portfolio management at scale through the strategic use of automation and data.
• • You will be a key player in shaping the future of client success at Suzy, contributing to a culture of continuous improvement and customer-centricity.