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Customer Success Manager
Job Description
Excellent Opportunity with Global SaaS Recognition and Engagement Company!
Customer Success Manager
Our client, a leading enterprise organization providing award and recognition programs to global organizations has an immediate opening for a Customer Success Manager
In this high-impact role, you'll become a trusted advisor to clients-helping them fully activate their employee engagement programs and realize tangible ROI from their investment. You'll manage a growing book of business and serve as the strategic voice guiding customers toward deeper adoption, smarter usage, and increased impact across their organizations.
Additionally, you'll drive customer health through engagement, retention, and expansion. You'll identify new opportunities for growth, coach clients through best practices, and keep them energized around the value our platform delivers. This isn't a reactive support role-it's a proactive, consultative partnership.
We're looking for someone who thrives on building genuine relationships, understands the levers of growth and adoption, and is excited to work with our customers to create meaningful change in their workplaces.
Responsibilities
- Strategic Partnership & Client Outcomes - Serve as a strategic advisor to your assigned clients; understanding their HR and engagement goals and turning them into actionable platform strategies that deliver measurable results.
- Growth & Net Revenue Expansion - Own and grow your book of business (with support from our sales team) through upsells, cross-sells, and expanded product adoption across Terryberry's engagement solutions.
- Product Adoption & Utilization - Champion platform adoption by educating and enabling HR leaders to fully activate the tools and features that drive success within their organization.
- Proactive Relationship Management - Monitor engagement signals and usage data to identify accounts that need attention-and act early with customized outreach strategies.
- Customer Communication & Engagement - Build strong relationships with HR stakeholders through consistent, meaningful interactions-driving value with every call, check-in, or strategic review.
- Renewals & Retention - Lead the renewal process with confidence, proving ROI and ensuring alignment with customer goals.
- Cross-Functional Collaboration - Share insights and feedback with internal teams (Sales, Marketing, Product) to help shape customer-centric strategies and future enhancements.
- Special Projects & Rollouts - Contribute to strategic initiatives, client-facing program enhancements, and product rollouts that elevate the customer experience.
Job Requirements
Skills and Experience
- 3-5+ years in Customer Success, Account Management, or another strategic B2B client-facing role
- Proven track record of managing and growing client relationships through adoption and upsell
- Strong communication and storytelling skills that build trust and convey value
- Data-driven decision-making ability with experience using engagement and usage metrics
- Familiarity with SaaS and/or HR tech platforms (bonus if you've worked with recognition or rewards tools)
- A proactive, positive mindset and the ability to thrive in a dynamic, client-focused environment
