Customer Success Manager

As a Customer Success Manager you will own a portfolio of strategic Meeting Insights customers and managed service provider partners, with responsibility for adoption, customer health, retention, and value-led expansion. This is a hands-on, commercially aware Customer Success role focused on helping customers embed Meeting Insights into their daily workflows, realize measurable business value, identify new use cases, and expand usage over time. The CSM will work closely with Sales, Product, Support, and R&D to drive customer outcomes and long-term account growth.

Responsibilities:

• Own a portfolio of Meeting Insights customers, with direct responsibility for adoption, customer health, retention & expansion.
• Partner with managed service providers to support onboarding, enablement, adoption, and successful delivery of Meeting Insights across their customer base.
• Drive product adoption by helping customers embed Meeting Insights into daily workflows and business processes.
• Guide and train customers through a trial period, onboarding, and value validation, converting successful trials into commercial commitments within agreed timelines.
• Identify new use cases and expansion opportunities across departments, teams, users, and business units.
• Build and execute account plans focused on customer outcomes, risks, adoption gaps, and growth opportunities.
• Lead QBRs and executive customer conversations focused on adoption, ROI, business impact, risks, and growth.
• Build trusted relationships with champions, senior stakeholders, decision-makers, and technical teams.
• Proactively identify low-adoption signals, churn risks, and customer health issues, and lead mitigation plans.
• Maintain accurate CRM records, act as the voice of the customer internally and contribute to building scalable CS processes, playbooks, and best practices for Meeting Insights.
  
  

• 3+ years of experience in Customer Success or Account Management within B2B SaaS.
• Proven experience managing enterprise or complex B2B customers.
• Strong understanding of adoption, retention, renewals, and value-led expansion.
• Commercially aware, with the ability to identify growth opportunities and partner effectively with Sales.
• Ability to engage and influence senior stakeholders, champions, decision-makers, and technical teams.
• Strong communication, presentation, and relationship-building skills.
• Data-driven and structured, with strong ownership and account management discipline.
• Builder mindset - comfortable working hands-on in an evolving CS environment and collaborating effectively across international time zones.
• Experience working with managed service providers, channel partners, or indirect customer models – an advantage.
• Experience with Salesforce, Jira and Customer Success tools is an advantage.
• Familiarity with collaboration, voice, UC, Microsoft Teams, Zoom, or AI-driven solutions is an advantage.
• Excellent written and spoken English.