Customer Success Manager

Our Customer Success Manager is responsible for the accurate, timely, and efficient execution of renewal transactions. This role supports revenue retention through disciplined process management and automation adoption, leading to both revenue retention and new revenue opportunities. You will liaise between our customers and cross-functional internal teams to improve the customer experience and internal execution.  You will be responsible for on-time renewals, forecasting and negotiations.  Our ideal candidate is able to identify needs, communicate effectively, and drive process improvement.

Responsibilities

• Craft effective strategies for customer retention and negotiate and secure renewal agreements
• Forecast and track key account metrics (e.g. quarterly retention)
• Manage customer escalations and at-risk scenarios by driving cross-functional resolution with appropriate stakeholders
• Own end-to-end processing of assigned renewal opportunities, including the delivery of quotes in alignment with pricing guidelines
• Collaborate with Legal team on amendments where appropriate
• Drive timely customer acceptance prior to expiration dates

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Work Ethic – operate in a fast-paced environment with a focus on achieving results  
• Engaging Presence – quickly establish rapport and build relationships with partners and communicate successfully with clients  
• Teamwork – work cross-functionally to achieve team and individual goals  
• Communication – communicate effectively with customers and internal cross-functional partners
• Process discipline and attention to detail
• Strong time management - ability to manage multiple renewal timelines concurrently

Qualifications

• Bachelor’s Degree, preferably in business or related field 
• At least one year of experience in a customer success or account management role, preferably within a software or technology company 
• Experience improving customer experience and driving increased customer retention and growth 
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive 
• High level of agility and ability to manage change 
• Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment 

Location: Tampa, FL 

In-office requirement: 2 days a week 

While we offer workplace flexibility, this role currently requires onsite presence two days per week at our Tampa office to support team alignment and cross-functional collaboration. Please note that in-office requirements are subject to change.