Customer Success Manager

Role Summary

The Customer Success Manager (CSM) at Intella plays a critical role in driving customer satisfaction, retention, and expansion. This role oversees the Account Management Team, ensuring our clients receive exceptional support, strategic guidance, and maximum value from Intella's AI solutions. The CSM acts as the voice of the customer internally and collaborates closely with Product, Sales, and Operations to optimize the customer journey and promote long-term success.

Key Responsibilities

1. Customer Relationship Management

Own a portfolio of key strategic customers, acting as their senior point of contact.

Build trusted relationships with decision-makers and stakeholders; maintain high customer satisfaction levels.

Conduct quarterly business reviews (QBRs) and strategic check-ins.

1. Leadership & Team Management

Lead, mentor, and develop the Account Management team; set clear KPIs and performance expectations.

Conduct regular 1:1s, performance reviews, coaching sessions.

1. Customer Retention & Growth

Drive renewals, upsell, and cross-sell opportunities by understanding customer needs and identifying solutions that support their growth.

Monitor account health scores, usage patterns, and risk indicators; proactively address churn risks.

Ensure customers adopt Intella's products effectively and achieve measurable outcomes.

1. Process Optimization & Reporting

Collaborate with the VP of Growth to define the Customer Success roadmap and strategy.

Build scalable processes for onboarding, ticket management, escalation, and customer lifecycle management.

Report regularly on team performance, customer satisfaction, NPS, retention metrics, and revenue expansion.

Ensure CRM and customer platforms (HubSpot/Salesforce/etc.) are updated accurately.

1. Cross-Functional Collaboration

Work closely with Product and tech teams to communicate customer feedback and influence feature prioritization.

Partner with Sales on smooth handover of closed deals and identification of upsell opportunities.

Coordinate with Marketing on case studies, testimonials

Align with Operations and Tech Support to ensure fast, high-quality resolution of customer issues.

Required Qualifications

Experience

68+ years of experience in Customer Success, Account Management, or Client Relations, ideally in tech, SaaS, AI, or B2B industries.

Proven experience leading or mentoring customer-facing teams.

Demonstrated success in managing enterprise or mid-market accounts.

Experience in retention, renewals, and upselling is a major plus.

Skills & Competencies

Strong leadership and people-management skills.

Excellent communication, presentation, and negotiation abilities.

Ability to handle escalations with professionalism and empathy.

Data-driven mindset with experience using CRM systems, dashboards, and success metrics.

Strong problem-solving and decision-making abilities.

Ability to thrive in a fast-paced, startup environment.