Customer Success Manager

The Customer Success Manager (CSM) owns the post-implementation customer lifecycle for an assigned portfolio of customers. This role is accountable for driving adoption, maintaining customer health, and ensuring consistent renewal readiness through disciplined planning, stakeholder coordination, and proactive risk management.

The CSM operates as a senior post-sales leader, serving as the primary point of continuity across Service, Professional Services, Sales, Product, and Leadership to ensure customers experience clarity, accountability, and measurable outcomes.

- Own post-go-live customer relationships and serve as the primary post-sale point of contact, including executive and senior stakeholders.

- Establish and maintain customer success plans aligned to agreed objectives, scope, dependencies, and timelines.

- Drive adoption and value realization through structured engagement, enablement, and periodic business reviews.

- Support customers through organizational and process change by reinforcing adoption plans, accountability, and timelines.

- Monitor customer health using usage trends, engagement signals, sentiment, and service patterns.

- Identify and proactively mitigate risk; escalate issues with context, impact assessment, and recommended actions.

- Identify and manage customer and internal dependencies, decisions, and tradeoffs that impact outcomes and timelines.

- Own renewal readiness across the portfolio, ensuring proactive preparation, clear value articulation, and forecast accuracy.

- Partner with Sales on renewal and expansion discussions when alignment or executive engagement is required.

- Capture customer feedback and translate insights into actionable input for Product and leadership.

- Maintain clear documentation, governance, and communication across all customer interactions.

- Manage a defined portfolio of customers with accountability for prioritization, coverage, and risk across the portfolio.

- Contribute to the development of post-sales standards, best practices, and continuous improvement efforts.

- Ensure post-sales operating systems, workflows, and handoffs effectively support customer.

- Bachelor’s degree or equivalent experience.

- 3+ years of experience in Customer Success, Account Management, Technical Account Management, or a comparable post-sales role within B2B SaaS.

- Demonstrated ownership of customer portfolios, renewals, and retention outcomes.

- Strong executive communication and stakeholder management skills.

- Proven ability to manage scope, dependencies, decisions, and risk in complex customer environments.

- Experience working cross-functionally with Service, Sales, Product, and Delivery teams.

- Strong organizational skills with the ability to manage multiple priorities simultaneously. 

- Experience supporting operationally complex, industrial, or enterprise customers.

- Exposure to multi-product, post-acquisition, or scaling organizations.

- Demonstrated ability to mentor junior team members and contribute to team-wide standards and practices.

• 30-50% travel required

• Ability to operate in a mission-critical environment

Please send resumes to: hr@sysdynetechnologies.com

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