Job Description

Our client is seeking an experienced Customer Success Manager to join their team. In this role, you'll serve as a trusted advisor to a portfolio of enterprise clients, driving meaningful product adoption, expansion opportunities, and long-term retention. You'll be the strategic partner their customers rely on to maximize value from their investment in our client's services.


What You'll Do

As a Customer Success Manager, you'll own the full customer lifecycle post-sale. You'll develop deep relationships with key stakeholders, understand their business objectives, and create success plans that align our platform's capabilities with their goals. You'll proactively identify risks and opportunities, partnering closely with your Account Manager counterpart who handles the commercial aspects of renewals and expansion deals.

Your ability to spot upsell and cross-sell opportunities and articulate the business case will directly enable revenue growth conversations. Through strategic guidance and proactive engagement, you'll ensure customers achieve their desired outcomes and see our client as an indispensable partner.

You'll collaborate closely with Sales, Product, Support, and your Account Management partners to advocate for customer needs and ensure seamless experiences. Through data analysis and business reviews, you'll demonstrate ROI and position Walnut for long-term partnership success.


Requirements

• 5+ years of experience in Customer Success, Account Management, or similar client-facing role
• Proven track record of driving adoption, reducing churn, and identifying expansion
  opportunities within your book of business (approx 35-40 accounts)
• Experience collaborating with Account Managers or Sales teams on renewal and
  expansion strategies
• Strong business acumen with the ability to understand customer needs and translate them into actionable strategies
• Experience managing a portfolio of enterprise accounts and conducting executive-level business reviews
• Excellent communication and presentation skills with the ability to influence stakeholders at all levels
• Data-driven mindset with experience using metrics to guide decision-making and
  demonstrate value
• Self-starter who thrives in a fast-paced, dynamic environment
• Basic HTML and CSS knowledge is a bonus but not required

* This position is hybrid