Customer Success Manager

Position Objective

This is not your typical CSM position. Are you a technical relationship builder who thrives on deconstructing complex workflows and proving the ROI of sophisticated software? At MessageGears, we don’t need coordinators; we need strategic partners.

As a Customer Success Manager, you will manage a focused, high-impact book of 10–15 enterprise accounts. Because our platform sits at the heart of our customers' data ecosystems, this role requires more than just "checking in." You will be expected to deeply understand the technical nuances of how your customers leverage our platform to drive their engagement strategies.

Why this role is different:

1. Technical Depth: You’ll go beyond the surface level, truly understanding the "how" and "why" behind customer implementations to ensure they are maximizing the platform’s power.
2. Enterprise Focus: You won’t be spread thin. With a small, elite book of business, you have the space to become an extension of your customers’ teams.
3. Strategic Ownership: You are the primary architect of account health, renewals, and expansion. You don’t just relay messages to Support and Product—you collaborate with them as an expert on your customer’s technical needs.

This is the ideal role for a high-performance professional who is energized by technical complexity and wants to move away from high-volume account management toward deep, enterprise-level impact.

What you'll do

• Account Ownership: Serve as the primary relationship owner for a portfolio of enterprise MessageGears customers; maintain strong relationships across customer organizations and ensure customers are consistently achieving value from the platform.
• Cross-Functional Project Leadership: Act as the primary driver for a diverse range of initiatives, from high-stakes customer migrations and technical platform expansions to internal process optimizations. You must be able to define project scope, build strategic plans, and lead stakeholders through complex business transitions without losing sight of the end goal.
• AI-Assisted Customer Management: Use AI-powered tools for QBR preparation, customer health analysis, and meeting note synthesis; develop strong judgment to validate AI-generated insights against first-hand customer knowledge before driving decisions or communications.
• Adoption & Value Realization: Monitor platform adoption and usage health across your accounts; proactively engage customers to drive adoption of underutilized features, share best practices, and ensure customers are capturing the full value of MessageGears.
• Renewal Management: Own the renewal process for accounts in your portfolio; identify renewal risk early, develop mitigation plans, and partner with Sales on renewal strategy and negotiation.
• Expansion Identification: Identify and qualify expansion opportunities within your book of business; partner with Sales to develop account expansion strategies and support commercial conversations.
• Business Reviews: Prepare and lead quarterly business reviews with enterprise customers; present platform performance data, business impact, and forward-looking roadmap to customer stakeholders.
• Issue Resolution & Escalation: Manage customer issues and escalations within your portfolio; partner with Support, Product, and Solutions Engineering to drive resolution and communicate proactively with customers throughout.
• Voice of the Customer: Capture and communicate customer feedback, feature requests, and product needs to Product and Engineering; ensure the customer perspective is represented in internal planning.

Qualifications

• Customer Success Experience: 3+ years in customer success, account management, or a related post-sale role at a B2B SaaS company; experience managing enterprise customer relationships.
• Education: Bachelor's degree in a relevant field or equivalent experience.
• Preferred Background: Experience with marketing technology, data platforms, or enterprise software customer success is a meaningful asset.
• AI CS Tools: Experience using AI tools for QBR preparation, health scoring, and customer communication drafting; ability to critically evaluate AI-generated insights before applying them to account decisions. Adheres to MessageGears' data security policy.
• Enterprise Relationship Management: Strong ability to manage multi-stakeholder customer relationships; comfortable engaging from end users through executive level.
• Data-Driven Account Management: Able to use customer health and usage data to drive proactive account interventions; comfortable working with dashboards, health scores, and customer analytics tools.
• Communication Skills: Excellent written and verbal communication; able to prepare compelling business reviews, executive summaries, and customer-facing documentation.
• Cross-Functional Collaboration: Effective at coordinating across Support, Sales, Product, and Solutions Engineering to resolve customer issues and drive account outcomes.