Customer Success Manager - Renewals

Customer Success Manager 

Function: Customer Success 

Reports to: Manager, Customer Success 

Reviewed: 08.2025  

Position Summary: 

As a Customer Success Manager, you will own a portfolio of customers, ensuring they achieve measurable success with our products and services while driving commercial outcomes for the business. You will be the primary point of contact for your accounts, building trusted relationships, understanding customer goals, and guiding them to maximize value. This role requires a commercially minded approach, including leading contract negotiations, managing renewals, identifying growth opportunities, and protecting revenue. You will balance advocacy for the customer with a focus on achieving mutual business results. In addition, this position is responsible for developing customer relationship management, as well as ensuring adoption and engagement with our platform for our SMB and Mid-Market customers. 

This role is high volume of small and medium sized business clients. Candidates with enterprise level experience will not be suited for the role.

Key Responsibilities: 

• Build and maintain strong, trusted relationships with customer stakeholders, including executive sponsors, to drive both customer satisfaction and commercial outcomes. 

• Lead renewal and expansion conversations, including pricing and contractual negotiations, with a focus on delivering win–win agreements. 

• Establish a trusted advisor relationship with customer stakeholders and executive sponsors to drive the value of our offerings. 

• Understand customer business goals and objectives, aligning them with our platform’s capabilities to maximize ROI and deepen account value. 

• Develop a deep understanding of the platform features and solutions to ensure customers are leveraging the platform’s functionality to its fullest potential. 

• Monitor customer usage and engagement to identify optimization opportunities, expansion potential, and early signs of risk. 

• Proactively engage with customers through regular check-ins, account reviews, and strategic planning sessions to ensure continued satisfaction and growth. 

• Act as the customer’s voice internally, collaborating cross-functionally with sales, marketing, product, implementation, and support teams to address needs and unlock value. 

• Conduct regular account reviews with customers to assess satisfaction, gather feedback, and identify areas for improvement. 

• Collaborate with cross-functional teams, including sales, marketing, support, implementation and product development, to ensure customer needs are being met. 

• Identify and develop upsell and cross-sell opportunities within existing accounts, coordinating with sales where appropriate. 

• Drive adoption of platform features through customer education, training, and enablement programs. 

• Manage renewal processes end-to-end, ensuring timely and successful contract execution. 

• Support customer retention initiatives to minimize churn and protect recurring revenue. 

  

Skills and Experience Needed: 

• Bachelor’s degree in business, or a related field, preferred. 

• 3–5 years in a customer-facing role within a technology solution provider (SaaS), with proven experience in account management, customer success, or similar roles. 

• 3-5 years of demonstrated success in managing contract renewals, negotiations, and commercial discussions with customers. 

• Strong business acumen, with the ability to understand and influence customer decision-making from both a strategic and financial perspective. 

• Skilled at navigating complex conversations and securing agreements that balance customer needs and business objectives. 

• Experience with cros