Customer Success Manager (all genders)

KEY RESPONSIBILITIES

Customer Retention 

• Build and maintain strong executive relationships as a strategic and trusted partner. 
• Monitor account health and performance against strategic goals, proactively identifying risks and initiating improvement plans with internal experts. 
• Conduct Business Reviews (BRs) and executive briefings to assess progress and drive continuous value realization. 

Customer Expansion 

• Identify and qualify expansion opportunities using the MEDDPICC framework (Metrics, Economic Buyer, Decision Criteria/Process, Paper Process, Identify Pain, Champion, Competition). 
• Own the end-to-end sales journey – from pitch to contract signature – for upsell and cross-sell motions. 
• Develop ROI cases and customer benefit analyses that demonstrate measurable business impact. 
• Deliver compelling pitches and executive presentations to senior client stakeholders 
• Lead and orchestrate internal HRS experts (e.g. Solution Consultants, Delivery managers, Customer Experience Managers, Program Consultants) to ensure deal success and value realization.