Customer Success Manager

• Own a portfolio of customer accounts, driving

  adoption, measurable outcomes, renewals, and growth

• Maintain

  for assigned accounts.

• Build and nurture executive relationships with CX leaders, positioning yourself as a

  trusted partner

• Run

  QBRs/MBRs

  that tie Richpanel adoption to customer ROI, CX metrics, and business outcomes
• Proactively identify risks and create structured mitigation plans, while surfacing upsell and cross-sell opportunities
• Lead onboarding for new customers, ensuring automation and workflows are fully operational within agreed timelines
• Act as a

  technical first responder

  for Level 1 issues building confidence that you know the product inside out
• Collaborate cross-functionally with Sales, Product, and Support to align on account strategy and execution
• Contribute to evolving

  CS playbooks, renewal forecasting, and risk management frameworks

• ROI storytelling, renewal positioning, and workflow design

• Represent the

  voice of the customer

  internally, influencing product roadmap and integration priorities

What Success Looks Like

• Strong

  GRR & NRR performance

  across your portfolio, with predictable renewals and consistent expansions
• High automation adoption (30 60% per account) and measurable improvements in

  CSAT, resolution time, and cost savings

• Identify upsell and cross-sell opportunities by aligning product features with business goals.
• Recognized internally as a

  go-to escalation point

  and subject matter expert on customer workflows
• Successfully prevented customers from churning by building and executing turn-around plans
• Recognized as a

  trusted advisor

  by customer leadership and included in strategic CX discussions

Requirements

• 4+ years

  of experience in

  Customer Success or Account Management

  in a SaaS environment
• Proven track record of owning

  renewals, onboarding, adoption, and expansions

• Demonstrated success running

  QBRs/MBRs

  with senior executives, tying product adoption to ROI
• Strong

  problem-solving ability

  able to map workflows, identify churn risks, and design automation strategies
• Excellent

  communication and storytelling skills

  you can move beyond metrics to articulate business value
• A

  hands-on operator

  who can roll up their sleeves to build workflows, playbooks, and success plans
• SaaS experience required;

  e-commerce SaaS or CX automation experience is a plus.

• Natural mentor and collaborator, eager to

  raise the bar for the CS function