Customer Success Manager

What you'll do

Own your book of business

• Manage a portfolio of customer accounts end to end onboarding, adoption, health, renewal

and expansion.

• Keep account plans, health scores and next steps current so you know where every account

stands.

• Run regular check-ins and business reviews that tie Otelier's platform to each customer's goals.

Protect revenue and escalate churn risk

• Watch usage, sentiment and engagement signals to catch at-risk accounts early.

• Escalate churn risk quickly and clearly to leadership, with the facts and a proposed save plan.

• Coordinate Support, Product and Implementation teams to resolve issues that threaten

renewal.

Find and drive growth

• Identify upsell and cross-sell opportunities across properties, products and modules.

• Partner with Sales and Account Management to qualify, hand off or close expansion deals.

• Bring customer feedback to Product to shape the roadmap.

Build relationships at every level

• Develop champions among day-to-day users who advocate for Otelier inside their organization.

• Build trust with decision makers and executive sponsors who control budget and renewal.

• Map stakeholders in each account and multi-thread so relationships survive turnover.

Keep the system of record clean

• Log activity, risks, opportunities and renewals in our CRM and customer success platform.

• Use data from these tools to prioritize your time and report on your portfolio.