Lead-Customer Success Manager

Key Responsibilities 

1.

Customer Journey Management 


* Own the full lifecycle: onboarding, adoption, maturity, renewal, and growth  



* Define and maintain clear success plans aligned to customer goals and timelines  



* Ensure every account has a clear path to value realization  

2.

Value Realization & Customer Health 


* Continuously assess whether customers are actively using products and realizing value  



* Drive structured, outcome-focused customer conversations  



* Identify risk early and define clear action plans to mitigate it  



* Maintain accurate health signals based on engagement, usage, and business alignment  

3.

Strategic Account Leadership 


* Build multi-threaded relationships across user, champion, and executive levels  



* Engage customer leadership with clear updates on progress, risks, and required actions  



* Provide guidance on quality engineering best practices and strategic direction  

4.

Cross-Functional Orchestration 


* Partner with Sales, Professional Services, Product Support, and Product teams  



* Drive alignment and accountability across internal stakeholders  



* Ensure customer blockers are addressed quickly and effectively  

5.

Renewal & Growth Ownership 


* Own renewal pipeline, forecasting, and on-time close  



* Prevent late-cycle risk through proactive account management  



* Identify and drive expansion opportunities aligned to customer goals  

6.

Operational Discipline 


* Maintain accurate and timely updates in CRM (Salesforce) and Gainsight  



* Use systems and reporting to manage time, prioritize accounts, and drive accountability  



* Leverage dashboards and data to inform decisions and coaching  

7.

Continuous Improvement & AI Adoption 


* Embrace change and evolving processes  



* Leverage AI tools to improve productivity and customer engagement  



* Contribute to development of playbooks and best practices  

 

8.

Team Leadership 


* Coach team members on discovery, pipeline generation, deal strategy, negotiation, and executive communication  



* Drive accountability and operational rigor through consistent forecast management, pipeline inspection, and performance coaching  



* Partner directly with sellers on complex opportunities to accelerate deal progression and improve win rates  



* Foster a performance-driven culture centered on collaboration, customer outcomes, and continuous development  



* Conduct regular 1:1s, deal reviews, and territory planning sessions to support rep growth and execution consistency  



* Collaborate cross-functionally with Marketing, Customer Success, Solutions Engineering, and Product teams to align go-to-market execution  



* Model and reinforce value-based selling methodologies and disciplined sales process adoption  

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