Customer Success Manager

Encoura

2h•Onsite

About The Position

The Customer Success Manager (CSM) is responsible for driving retention and expansion across a portfolio of customers by building strong relationships, influencing product adoption, and ensuring measurable value realization. This role partners cross-functionally to align customer goals with Encoura solutions, proactively manages risk, and identifies opportunities for growth. The CSM serves as a strategic advisor, ensuring customers achieve their desired outcomes while maximizing long-term partnership value. A Day in the Life Own the customer relationship at the portfolio level, driving retention and identifying expansion opportunities through proactive engagement Lead renewal strategy and execution, ensuring on-time renewals and uncovering growth opportunities across accounts Conduct recurring customer engagements including meetings, email outreach, and success planning to align goals and drive business outcomes Facilitate Executive Business Reviews, summarizing product usage, progress toward goals, and future planning aligned to customer priorities Monitor customer health using data and qualitative signals, proactively addressing risks and driving mitigation plans to prevent churn Partner cross-functionally with Sales, Product, and Support to influence adoption, resolve issues, and deliver a seamless customer experience Maintain accurate account insights, engagement tracking, and success plans in systems like Planhat to support forecasting and strategic decision-making Travel Frequency: Occasional travel (as needed for key customer engagements) Role Progression Within 1 month, you’ll: build foundational knowledge of Encoura products, systems, and processes; begin managing customer communications and supporting ongoing engagements; understand assigned portfolio and customer goals. Within 3 months, you’ll: independently manage a portfolio of customers, lead recurring engagements and success planning, identify early risk signals, and contribute to renewal and expansion strategies. Within 6 months, you’ll: fully own customer outcomes across your portfolio, proactively drive adoption and value realization, lead Executive Business Reviews, and consistently identify and act on retention risks and growth opportunities.

Requirements

5 years of experience in a customer success, account management, or sales role
Demonstrated success managing customer relationships with a focus on retention, expansion, and measurable business outcomes
Proven ability to proactively identify risks and execute mitigation strategies to improve customer experience and reduce churn
Strong communication and presentation skills, with experience engaging stakeholders at multiple levels including executives
Experience driving product adoption and influencing customer behavior through strategic engagement and success planning
Ability to analyze customer health signals (usage data, NPS, qualitative feedback) and translate insights into actionable plans
Highly organized and able to manage multiple priorities across a portfolio of accounts in a fast-paced environment
Experience working cross-functionally with Sales, Product, and Support teams to deliver customer value and drive business results
Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process.

Responsibilities

Own the customer relationship at the portfolio level, driving retention and identifying expansion opportunities through proactive engagement
Lead renewal strategy and execution, ensuring on-time renewals and uncovering growth opportunities across accounts
Conduct recurring customer engagements including meetings, email outreach, and success planning to align goals and drive business outcomes
Facilitate Executive Business Reviews, summarizing product usage, progress toward goals, and future planning aligned to customer priorities
Monitor customer health using data and qualitative signals, proactively addressing risks and driving mitigation plans to prevent churn
Partner cross-functionally with Sales, Product, and Support to influence adoption, resolve issues, and deliver a seamless customer experience
Maintain accurate account insights, engagement tracking, and success plans in systems like Planhat to support forecasting and strategic decision-making