Customer Success Manager

We're looking for a strategic and relationship-driven Customer Success Manager to join our team. In this role, you'll serve as a trusted business advisor to executive stakeholders, drive long-term customer outcomes, and shape renewal and expansion strategies that deliver mutual value. You'll use data, product expertise, and cross-functional collaboration to strengthen adoption, mitigate risk, and promote sustained success across the entire customer journey. If you excel at building high-impact partnerships and creating meaningful customer value and growth, we'd love to hear from you.

Job Title: Customer Success Manager

Classification: Exempt

Reports to: Manager, Customer Success

Location: Remote – US-based

Target Salary Range: $70k to $75k annual base salary

Target OTE Range: $75k to $87k annual OTE target

Responsibilities:

• Manage and grow relationships with accounts by acting as the customer's strategic business advisor
• Deduct key objectives and recommend action plans that promote joint accountability and long-term success across the entire customer journey
• Establish long-term relationships with POCs and other key stakeholders to drive outcomes that contribute to mutual success
• Develop complex renewal strategies and negotiations that aim to achieve mutual benefits for both the customer and for ChurnZero
• Build a strong pipeline of expansion opportunities by having value discussions within customers' CX teams as well as other business units
• Adopt a data-driven approach to increasing product adoption through various enablement strategies, technical product knowledge and thought-leadership
• Ensure customer satisfaction by proactively addressing any issues or concerns
• Collaborate with sales and other teams to drive revenue growth
• Accurately and consistently forecast individual commercial performance and provide regular reports on