Customer Success Manager II

About this role

As a Customer Success Manager, you will serve as the primary point of contact for global top and tier-1 assigned customers and partners. In this role, you will blend high-touch relationship management, proactive communication, and industry expertise to ensure customer satisfaction, drive account health, and unlock business growth. You will manage everything from high-level strategic reviews and upsell opportunities to operational quality management, escalations, and custom playbooks.

Key Responsibilities Relationship & Account Health Management Serve as the main point of contact for top-tier global customers and partners, maintaining regular check-ins and dashboard/report reviews. Deliver impactful Quarterly Business Review (QBR) presentations, capturing highlights and driving actionable follow-ups. Monitor contractual commitments and Service Level Agreements (SLAs) to ensure full compliance. Stay ahead of upcoming renewals, gather feedback on strategic customer goals, and recommend solutions to uncover upsell opportunities.

Provide continuous input on overall customer and partner account health. Escalation & Quality Management Act as the escalation point for unresolved Customer Care issues, collaborating across internal departments to deliver timely resolutions and preventive strategies. Create and track action plans for quality trends, giving customers regular progress updates. Coordinate, finalize, and deliver Root Cause Analyses (RCAs) for Severity Level 1 discrepancies and recurring quality trends.

Data, Reporting & Product Operations Identify key accounts to receive standard and non-standard Customer Dashboards, Quality Reports, and Product Usage Reports. Regularly review Key Performance Indicators (KPIs) alongside customers and partners. Coordinate metadata setup for new license and partnership deals. Oversee customer deliveries and communication for limited-release products. Generate Product Inquiry tickets and ensure prompt internal alignment and customer responses.

Change Management & Enablement Guide customers through product retirements, seamless feature integrations, and replacement solutions. Develop and maintain customer- and partner-specific playbooks to standardize success processes. Experience: 3+ years of account management or customer success experience, with a proven track record of driving customer satisfaction and strong relationships. Language Skills: Excellent written and verbal English communication skills.