Customer Success Manager

Coherent•East Coast, NJ

10d•Hybrid

About The Position

We're hiring a Customer Success Manager to own a portfolio of 25–30 Commercial and SME accounts. You'll be the trusted advisor who drives adoption, protects revenue, and connects customers with our Sales, Support, and Product teams. Your day-to-day will involve owning the full post-sale journey for your portfolio - from onboarding and adoption through to renewal and expansion. You will drive platform adoption by engaging customers on the features and workflows that matter most to their business outcomes. You will lead regular business reviews and build tailored success plans that align customer goals with Coherent's capabilities. You will own renewals end-to-end, starting conversations 6+ months ahead of contract end to protect and grow ARR. You will identify expansion opportunities and partner with Sales to qualify and close them. You will act as the primary escalation point for critical issues, coordinating with Support and advocating internally on customers' behalf. You will build strong relationships with executive stakeholders and develop customer advocates for case studies and referrals. You will use health scores, usage data, and commercial signals to prioritise your time across the portfolio.

Requirements

4–6 years in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS.
Track record of managing a high-volume portfolio of SME or commercial accounts, including owning renewals.
Experience in insurance or financial services, combined with experience selling or supporting enterprise software.
Commercially minded with a strong grasp of SaaS metrics (ARR, NRR, churn, expansion).
Excellent communicator, confident presenting to customers and internal leadership.
Data-driven and highly organised - comfortable working across CRM, usage analytics, and health dashboards to prioritise effectively.

Nice To Haves

Experience with CS platforms such as Gainsight or ChurnZero.
Advanced Excel skills - comfortable getting into a customer's workbook to debug formulas and diagnose issues.

Responsibilities

Own the full post-sale journey for your portfolio - from onboarding and adoption through to renewal and expansion.
Drive platform adoption by engaging customers on the features and workflows that matter most to their business outcomes.
Lead regular business reviews and build tailored success plans that align customer goals with Coherent's capabilities.
Own renewals end-to-end, starting conversations 6+ months ahead of contract end to protect and grow ARR.
Identify expansion opportunities and partner with Sales to qualify and close them.
Act as the primary escalation point for critical issues, coordinating with Support and advocating internally on customers' behalf.
Build strong relationships with executive stakeholders and develop customer advocates for case studies and referrals.
Use health scores, usage data, and commercial signals to prioritise your time across the portfolio.