Customer Success Manager

Job Summary

As a Customer Success Manager (CSM), you sit at the center of the action. You will own the full customer journey end-to-end, from the first quote to renewal and everything in between. You will be the fact of the business to our customers, and you will set the tone for how we show up: consultative, responsive, and always thinking one step ahead.

You’ll spend real time with customers, partner closely with Sales, and help uncover growth opportunities along the way—whether that’s an upsell, co‑sell, or a new way to solve a customer’s problem. If you thrive at the intersection of customer experience, revenue growth, and team leadership—and want to build something impactful—this role was made for you.

Note: This role requires you to be on-site 3 days per week.

Role & Responsibilities

• Own the end‑to‑end customer journey from quote to cash, ensuring a seamless, high‑impact customer experience.
• Develop strong relationships with field sales teams and act as a trusted partner to customers.
• Spend meaningful time engaging directly with customers, including onboarding, reviews, renewals, and escalations.
• Acts as the single point of contact for account managers and customers, supporting their day-by-day delivery and overseeing customer experience
• Coordinate with the relevant Licensing Specialists to provide license knowledge and support during the sales process.
• Proactively identify upsell, cross‑sell, renewal, and expansion opportunities through customer engagement.
• Consistently execute across quoting, ordering, billing, renewals, and collections.
• Use data and insights to track customer health, retention, and revenue growth, driving continuous improvement.
• Responsible for brand new publisher and deal registration inclusive of local programme management and setup.
• Enable customers to self-serve where applicable.
• Focus on resolution times and output instead of tasks performed for the customer.

• Supports QBR meetings from an operational perspective.

5% for potential occasional travel to visit customers or internal meetings.