Customer Success Manager (4-10 yrs)

What Youll Do

As a Customer Success Manager II at HG, youll own the customer experience and maximize lifetime value across a portfolio of global accounts in our Growth Segments (Commercial, SMB, and Mid-Market). Youll drive product adoption, ensure customer health, lead onboarding and ROI initiatives, manage renewals and expansions, and deliver business insights that connect HGs technology to tangible customer value.

What You'll Be Responsible For

- Customer Health & Adoption: Proactively monitor usage metrics, address risks, and drive adoption through tailored engagement and enablement.

- Onboarding & ROI: Lead new customer onboarding and value realization efforts, including data-driven ROI tracking and value engineering.

- Renewals & Expansions: Own the full lifecycle of renewals and upsells, emphasizing early renewals, multi-year agreements, and identifying growth opportunities.

- Forecasting & Reporting: Maintain CRM hygiene and deliver accurate forecasts for renewals, expansions, and customer health metrics.

- Insights Delivery: Translate data into actionable insights through data storytelling using Power BI, Tableau, or Looker.

How Youll Get There

- Strategic Account Planning: Develop and execute portfolio strategies and customer success plans aligned with business objectives; deliver regular QBRs.

- Solution Expertise: Leverage your experience in B2B marketing and sales tech to demonstrate platform value. Guide customers through integrations, analytics, and custom workflows.

- Technical Enablement: Provide hands-on support for API integrations, marketing automation, and cloud platform adoption (AWS, Azure, GCP).

- Customer Advocacy: Serve as the voice of the customer internallycommunicating needs, influencing roadmap decisions, and ensuring a unified experience across touchpoints.

- Cross-Functional Collaboration: Partner with Sales, Product, Engineering, and

Solutions Architecture to deliver a seamless customer journey.

What Youll Need

- 4-8 years in Customer Success, Solutions Architecture, Consulting, or Engineering roles supporting B2B sales and marketing technology.

- Experience with CRM platforms like Salesforce and Microsoft Dynamics, plus handson knowledge of Marketo, HubSpot, Outreach, and SalesLoft.

- Strong data storytelling skills using Power BI, Tableau, and Looker to present insights and drive adoption.

- Advanced technical skills, including:

- Python scripting for automation

- Advanced SQL (e.g., Snowflake)

- ETL tools and API integrations

- Familiarity with cloud platforms (AWS, GCP, Azure)

- Excellent organizational and communication skills; comfortable presenting to senior stakeholders.

- A customer-first mindset, strong problem-solving instincts, and the ability to thrive in a fast-paced, team-oriented environment.

- Willingness to travel to customer sites as needed.