We’re looking for a motivated and experienced Commercial Customer Success Manager (CSM) to join our team. In this role, you’ll be responsible for building strong relationships with our commercial customers, understanding their business goals, and ensuring their continued success with our platform. You will play a crucial role in driving customer satisfaction, retention, and growth.
Responsibilities:
Proactive Engagement & Relationship Management
- Serve as the primary point of contact for a portfolio of commercial customers.
- Build and maintain strong, long-lasting relationships with key stakeholders, understanding their business objectives and challenges.
- Conduct regular business reviews (EBRs/QBRs) to showcase value, identify growth opportunities, and address any concerns.
Strategic Guidance & Value Realization
- Act as a trusted advisor, guiding customers on best practices and optimal use of our platform to achieve their desired outcomes.
- Identify opportunities for account expansion, upselling, and cross-selling in collaboration with the sales team.
- Monitor customer health and usage data to proactively identify risks and implement mitigation strategies.
Problem Solving & Advocacy
- Collaborate with internal teams (Product, Engineering, Support, Sales) to resolve customer issues efficiently and effectively.
- Champion customer feedback internally, advocating for their needs and contributing to product improvements.
Retention & Renewals
- Drive customer retention and renewal rates by ensuring customer satisfaction and demonstrating continuous value.
- Manage the renewal process, including negotiation and contract discussions.
What we’re looking for:
- 5+ years of experience in Customer Success or Account Management roles, preferably within a SaaS company.
- Proven track record of managing a portfolio of commercial accounts and driving customer retention and growth.
- Strong understanding of web development technologies (headless CMS, Jamstack, frontend frameworks) and their impact on business outcomes.
- Excellent communication, presentation, and interpersonal skills.
- Ability to understand complex technical concepts and translate them into business value for non-technical audiences.
- Proactive, self-motivated, and able to work independently in a fast-paced environment.
- Bachelor’s degree in a relevant field (or equivalent practical experience).
If you are a passionate and results-oriented Customer Success professional with a proven ability to build strong customer relationships and drive value, we encourage you to apply!
