Customer Success Manager

Company Description

Working at The Adaptavist Group

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!

We make change happen. From anywhere.

What we offer you

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.

Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.

Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.

Read our full list of benefits

Job Description

We’re looking for a CSM to orchestrate the end-to-end customer lifecycle: from onboarding and sustained adoption to preparing value-based renewals and expansions. You will be the link between the customer’s business objectives and our solution, building executive relationships, internal sponsorship, and healthy usage that translates into retention and predictable ARR growth.

Job purpose summary

• Area and scope: management of post-sales activities across a portfolio of strategic accounts, directly correlated with business growth.

• Primary objective: build trust-based relationships that drive adoption, retention, and account expansion.

• Role pillars: trusted advisory, deep product expertise to enable advanced use cases, and aligning customer goals and challenges with the solution to deliver business outcomes.

• Key collaboration: New Business, Implementation, Professional Services, Customer Success, Account Management, and Marketing; each team shares responsibility for customer success and associated KPIs (retention, NDR, adoption, incremental ARR, CSAT).

What You’ll Do

• Manage a portfolio of accounts across the full lifecycle with a focus on growth and retention, prioritizing actions by impact and risk.

• Orchestrate onboarding and adoption with Implementation and Professional Services; coordinate trainings, workshops, office hours, and onboarding reviews.

• Define and execute a strategic cadence: monthly touchpoints, on-demand consulting sessions, and executive EBRs/QBRs to demonstrate ROI and align upcoming milestones.

• Build and maintain relationships with champions and decision-makers, ensuring executive sponsorship and tangible value realization.

• Monitor account health: usage, adoption, team feedback, satisfaction; identify churn risks and execute mitigation plans.

• Prepare renewals and plan expansions: account mapping, identifying new use cases/departments, and driving cross-sell and upsell with the AM.

• Optimize workflows, automations, and integrations to increase adoption, productivity, and executive visibility through appropriate reporting.

• Execute consultative discovery using the Before > Negative Consequences > After > Positive Outcomes framework to connect challenges with measurable results.

Qualifications

What You Bring to the Table

• Experience managing B2B post-sales portfolios with a focus on adoption, retention, and expansion, working toward NDR, GDR, and adoption targets

• Experience coordinating onboarding, trainings, workshops, office hours, and EBR/QBRs with diverse stakeholders, including executive profiles

• Ability to map accounts, identify cross-sell/upsell opportunities, and prepare renewals alongside Account Management

• Capability to diagnose account health, detect churn risks, and execute mitigation plans based on usage/adoption data

• Clear, persuasive communication with strong value storytelling and executive presentation skills

• Consultative, outcomes- and ROI-oriented approach; mastery of the Before/After framework for discovery and value narrative

• Organization and prio