Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in the United States. This role offers the opportunity to manage and grow a portfolio of enterprise customers throughout the full customer lifecycle. You will build trusted relationships with business and executive stakeholders while aligning technology with measurable business outcomes. The position combines customer retention, adoption, value realization, and expansion within a high-impact SaaS environment. You will use customer health data and AI-powered tools to identify risks, uncover opportunities, and improve engagement. Working closely with Sales, Product, Support, and Professional Services, you will act as a strong advocate for customer needs. The role also provides the opportunity to develop deep expertise across industries and help customers adopt emerging AI capabilities. It is well suited to a proactive, commercially minded customer success professional who thrives in a fast-moving environment. Manage a portfolio of 30+ accounts across implementation handoff, adoption, renewal, and expansion, building strong relationships with key stakeholders and decision-makers. Conduct regular customer meetings and executive-level QBRs that connect platform capabilities to customer objectives, business outcomes, and measurable value. Develop customer success plans based on organizational structure, business priorities, integration environments, usage patterns, and identified opportunities. Own GRR and NRR outcomes across the assigned book of business, proactively identifying risk signals and implementing mitigation strategies to protect and grow recurring revenue. Monitor customer health indicators, including product utilization, engagement, support activity, and customer success metrics, and take timely action when risks emerge. Identify and develop upsell and cross-sell opportunities, creating well-supported expansion recommendations and partnering with Sales to advance opportunities through to close. Drive adoption and value realization by helping customers maximize platform usage and supporting migrations, transitions, and utilization improvement initiatives. Serve as the customer advocate internally, escalating issues to Product, Support, Professional Services, and other teams while maintaining accountability for resolution. Maintain accurate customer records, health information, risks, action plans, renewal status, and follow-up activities in Salesforce and Planhat. Position relevant solution capabilities by connecting customer challenges and goals to compelling business outcomes, including AI-powered functionality. Leverage AI tools and agents to accelerate account research, preparation, communication, analysis, and proactive customer outreach. Stay informed about the AI product roadmap and help customers understand how emerging capabilities can address their business needs. Collaborate closely with Sales, Pre-Sales, Professional Services, Support, Product, and Customer Success teams to deliver a consistent customer experience. Build industry expertise across sectors such as Logistics, Food & Beverage, CPG, Industrial Manufacturing, Healthcare, Finance, and Technology. Contribute to broader customer success initiatives while continuously developing your own skills and supporting the growth of others. Requirements: 5+ years of experience within an enterprise software or SaaS organization in Customer Success, Account Management, Sales, Professional Services, or a related function. Demonstrated success managing GRR, NRR, renewal, or expansion targets in a metrics-driven or quota-bearing customer-facing role. Experience using Customer Success and CRM platforms, ideally Planhat and Salesforce, with strong attention to data quality and operational discipline. Proven ability to identify and develop expansion opportunities and position software solutions based on custome