Customer Success Manager

Kipu Systems• US,

22d

About The Position

The Customer Success Manager owns the success, retention, and adoption of a defined portfolio of customers. The role operates with a high degree of independence and is responsible for proactively managing customer health, driving adoption, and identifying risks and opportunities. The CSM balances relationship management, data analysis, and execution while partnering cross-functionally to deliver customer outcomes and business results. The CSM owns customer relationships and serves as the primary point of contact for customer success needs. They develop and execute success plans aligned with customer goals and product usage, lead structured customer meetings, drive product adoption and value realization, assess account health and mitigate risks, support renewals and identify expansion opportunities with Sales, and coordinate customer issue resolution with internal teams.

Requirements

3–5+ years of experience in Customer Success, Account Management, or a related SaaS role.
Experience managing a book of business independently.
Strong analytical and organizational skills.
Comfort working in a cross-functional, fast-paced environment.
Bachelor’s degree or equivalent experience required.

Nice To Haves

Healthcare or regulated SaaS experience preferred.

Responsibilities

Own a portfolio of customers with varying levels of complexity.
Build trusted relationships with customer stakeholders and champions.
Serve as the primary point of contact for customer success needs.
Develop and execute success plans aligned to customer goals and product usage.
Conduct structured discovery to understand customer workflows, challenges, and priorities.
Lead customer meetings, including onboarding reviews, health checks, and QBRs.
Drive adoption of core and advanced product capabilities across products.
Translate customer goals into product use cases and success metrics.
Identify and recommend opportunities to improve efficiency, outcomes, and ROI.
Analyze usage, engagement, and customer data to assess health and predict risk.
Proactively identify at-risk accounts and execute mitigation plans.
Maintain accurate documentation and reporting in CRM and customer success tools.
Support renewals and identify expansion opportunities in partnership with Sales.
Demonstrate financial acumen related to ARR, renewals, and customer value.
Escalate payment or contractual concerns appropriately.
Lead investigation and resolution of customer issues within the defined scope.
Coordinate with Support, Product, and Engineering teams to resolve issues.
Advocate for customer needs while balancing internal priorities.