Customer Success Manager II

Overview The Customer Success Manager – Key Accounts is responsible for the performance, growth, and retention of a portfolio of high‑value enterprise customers within an assigned vertical. This role serves as the primary relationship owner, driving customer outcomes through strategic planning, consultative partnership, and proactive value realization. The CSM leads renewal and expansion efforts, aligns customer goals with product capabilities, and ensures long‑term customer satisfaction and success. Responsibilities Develop and execute strategic account plans that translate customer goals and business objectives into actionable initiatives that drive measurable value. Build trusted, long‑term relationships with key stakeholders, including senior executives, to influence adoption, expansion, and multi‑year partnership alignment. Identify, qualify, and drive upsell and cross‑sell opportunities through consultative recommendations and value‑based selling. Analyze customer data, usage trends, and performance benchmarks to uncover insights, risks, and opportunities; partner with Strategy teams to deliver data‑driven recommendations. Lead renewal forecasting, risk mitigation, and commercial conversations to meet and exceed quarterly revenue targets. Serve as a strategic advisor with advanced knowledge of marketing strategies, competitive landscapes, and product differentiation. Collaborate cross‑functionally with Sales, Product, Marketing, and Customer Support to ensure seamless c