Customer Success Manager

As a Customer Success Manager (CSM), you sit at the center of the action. You will own the full customer journey end‑to‑end, from the first quote to renewal and everything in between. You’ll spend real time with customers, partner closely with Sales, and help uncover growth opportunities along the way—whether that’s an upsell, co‑sell, or a new way to solve a customer’s problem.

If you thrive at the intersection of customer experience, revenue growth, and team leadership—and want to build something impactful—this role was made for you.

Note: This role requires you to be on-site 3 days per week.

• Own the end‑to‑end customer journey from quote to cash, ensuring a seamless, high‑impact customer experience.
• Develop strong relationships with field sales teams and act as a trusted partner to customers.
• Spend meaningful time engaging directly with customers, including onboarding, reviews, renewals, and escalations.
• Act as the single point of contact for account managers and customers, supporting day‑to‑day delivery and overseeing customer experience.
• Coordinate with Licensing Specialists to provide license knowledge and support during the sales process.
• Proactively identify upsell, cross‑sell, renewal, and expansion opportunities through customer engagement.
• Consistently execute across quoting, ordering, billing, renewals, and collections.
• Use data and insights to track customer health, retention, and revenue growth, driving continuous improvement.
• Manage brand new publisher and deal registrations, including local programme management and setup.
• Enable customers to self‑serve where applicable.
• Focus on resolution times and output rather than tasks performed for the customer.
• Support Q  meetings from an operational perspective.

5% of compensation for potential occasional travel to visit customers or internal meetings.

• Bachelor’s degree preferred; equivalent experience acceptable.
• 1-2+ years in Customer Success, Sales Operations, Inside Sales, or a similar role—preferably with operational licensing or services background.
• Understanding of quote and order management, client onboarding, and after‑sales processes.
• Experience working in a matrix organization.
• Experience building and maintaining customer relationships.
• Strong presentation, communication, organization, multitasking, project and time‑management skills.
• Problem‑solving, critical thinking, and consultative skills.
• Ability to research multiple sources to find data.

The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons.

• 100% resolution of renewal.
• Meeting and exceeding multivendor growth targets.
• Attaining high CSAT scores.

• Reports to the Customer Success Management Leader.
• Partner closely with Sales, Presales, Channel, Solution Sales, and Services to support deal execution and co‑sell motions.

• Generous pay with a bonus structure (quarterly or bi‑annual depending on the role).
• Independent environment without much red tape, empowering you to make decisions.
• Substantial benefits package that includes:
  • Full suite of medical coverage with A+ carriers, dental, and vision; additional voluntary coverage for pets, identity theft protection, accident & critical illness.
  • 401(k) program with employer matching 50% up to the first 10% of employee contributions.
  • Wellness plan with credits to premiums and employer contributions toward savings plans.
  • Access to EAP and concierge services plus pre‑paid legal at no cost.
  • Ample time off including paid holidays, floating holidays, birthday off, volunteer day, and discretionary time off.
  • Employee stock purchase plan.
  • Learning and development opportunities, tuition reimbursement, and more.
  • Specific to Nashville and Milwaukee‑based office employees: company‑paid parking.
• Winning culture, inclusive environment,…