PAN Client Success Manager (Revenue Focus)
Grow Progress is looking for a growth-minded Client Success Manager to join our team. As we evolve our service model to better support our scaling client base, our CSMs will focus on proactive relationship management and revenue generation.
The Role
In this role, you will manage a dedicated portfolio of clients with a primary focus on driving renewals, identifying expansion opportunities, and ensuring value realization. You will serve as the strategic partner for your clients, helping them integrate our message testing technology into their long-term strategies.
What You’ll Do
Revenue Growth
Own the Renewal: Manage the end-to-end renewal process for your client portfolio, ensuring on-time renewals and minimizing churn.
Drive Expansion: Proactively identify and close upsell and cross-sell opportunities. You will be responsible for spotting untapped potential within client organizations, including expanding to run more projects, working with new teams, or introducing new research services
Onboarding and Adoption: In partnership with our research strategy team, conduct training and enablement sessions for customers, and support customers in setting up well-designed message testing experiments in our platform and help ensure our customers have a clear understanding of their results.
Client Health and Value Realization: Serve as a trusted advisor to your client portfolio. Monitor client health and usage metrics to identify at-risk accounts early. Develop proactive "get-well" plans for underutilized accounts to ensure they see value before renewal discussions begin. Conduct regular check-ins to demonstrate ROI, review usage data, and align our platform’s capabilities with the client’s high-level goals.
Voice of the Customer: Advocate internally for your clients’ needs, gathering feedback to inform Product and Engineering priorities while managing client expectations.
Cross-Functional Collaboration
Project Management: coordinate with external client stakeholders and internal teams to ensure client projects are delivered on time.
Enablement: Collaborate with the Enablement team to ensure clients are leveraging self-service resources and training materials, empowering them to use the platform independently.