Opportunity

As a Senior Customer Success Manager, your primary goal is to own and grow a portfolio of high-value customers, ensuring strong retention, deeper product adoption, and consistent account expansion.

You will act as a strategic partner to your customers, helping them maximize the value of the platform while identifying opportunities to grow their business through QDC.

This role goes beyond customer management. It involves driving measurable outcomes across your portfolio, including retention, usage, and expansion, while proactively identifying risks and opportunities.

You will work closely with cross-functional teams including Product, Engineering, Sales, and Onboarding to resolve complex challenges, influence product improvements, and deliver a seamless customer experience.

You will also play a key role in shaping customer success processes, mentoring team members, and contributing to the overall growth and scalability of the Customer Success function.

Responsibilities

You will own a portfolio of high-value customers, ensuring strong retention, consistent product adoption, and achievement of expansion targets.
You will build and maintain strong relationships with key stakeholders, acting as a strategic partner and helping customers maximize the value of the platform in their business operations.
You will define account-level success plans, including usage goals, engagement strategies, and growth opportunities, and ensure consistent execution against these plans.
You will proactively monitor customer health, identify early signs of risk such as low usage, operational issues, or dissatisfaction, and take timely actions to prevent churn.
You will drive expansion across your portfolio by identifying opportunities for additional stores, features, or modules, and work closely with Sales where required to close these opportunities.
You will lead renewal conversations for your accounts, ensuring timely renewals and addressing concerns well in advance of contract timelines.
You will handle complex customer scenarios, including escalations, operational challenges, and multi-stakeholder coordination, ensuring resolution and continued customer confidence.
You will collaborate closely with Onboarding, Product, Engineering, Support, and Sales teams to resolve issues, improve product adoption, and deliver a seamless customer experience.
You will provide structured and high-quality feedback to Product and Engineering teams based on customer insights, influencing product improvements and prioritization.
You will identify patterns across your portfolio and contribute to improving customer success processes, playbooks, and engagement strategies.
You will mentor junior team members, share best practices, and contribute to improving overall team performance and consistency.
You are responsible for achieving retention and expansion targets across your portfolio

What you can expect in the next 12 months

Within 1 month

You should have built a strong understanding of the laundry/dry cleaning domain, the QDC product, and the customer success processes across onboarding, support, and account management.
You will spend time understanding your assigned portfolio, including key customers, account structures, usage patterns, and current health status.
You are expected to build relationships with key internal stakeholders across Sales, Onboarding, Support, and Product to understand dependencies and collaboration workflows.
You should begin engaging with your assigned customers, understanding their business goals, current challenges, and expectations from the platform.
You will start reviewing customer usage data, identifying early risks and opportunities within your accounts, and taking initial actions where required.
You should actively participate in ongoing renewal and expansion discussions to understand commercial dynamics and account growth strategies.

Within 3 months

You should be independently managing your assigned customer portfolio, ensuring strong engagement, consistent product usage, and timely renewals, with minimal dependency on peers.
You will actively identify and drive opportunities for account growth within your portfolio, including feature adoption, additional modules, and expansion opportunities, working closely with Sales where required.
You are expected to define and execute account-level success plans, aligning customer goals with product usage and ensuring measurable value realization.
You should be able to handle complex customer scenarios, including escalations, multi-stakeholder coordination, and operational challenges, ensuring timely resolution and continued customer confidence.
You will proactively monitor customer health, identify at-risk accounts based on usage patterns, engagement, and feedback, and take ownership of driving recovery actions.
You will consistently track customer activity, engagement, and renewal timelines, ensuring that renewals, usage benchmarks, and growth targets are achieved.
You are expected to identify recurring patterns across your portfolio and contribute to improving customer success processes, playbooks, and engagement strategies.

Within 6 months

You independently manage your assigned customer portfolio, ensuring strong product adoption, high engagement levels, and timely renewals across all accounts.
You define and execute expansion plans for your portfolio, identifying and driving opportunities to increase account value through feature adoption, additional modules, and account growth.
You take ownership of key initiatives to improve customer success processes, identifying gaps and driving measurable improvements across onboarding-to-success transitions, usage tracking, and renewal workflows.
You provide structured and actionable feedback to Marketing, Sales, Support, Product, and Engineering teams based on customer insights, recurring issues, and opportunities to improve product adoption and customer experience.
You consistently achieve retention and expansion targets defined for your portfolio and take proactive actions to address any gaps.

Within 12 months

You consistently deliver strong business outcomes across your portfolio, including high retention, increased customer engagement, and achievement of expansion targets.
You own customer success performance metrics, track trends across your portfolio, and present insights and actionable recommendations to improve retention, usage, and growth.
You lead key initiatives to improve customer success processes, driving measurable impact across usage, renewals, and customer engagement.
You collaborate closely with cross-functional teams to influence product priorities and business decisions based on customer insights and impact.
You contribute to team growth by participating in hiring, mentoring junior team members, and driving best practices across the team.
You may take ownership of a segment, a strategic set of accounts, or lead a small group of Customer Success Managers to drive consistent outcomes at scale.

What an ideal candidate looks like

You have 3–5 years of experience in Customer Success, Account Management, or similar roles, with a proven track record of driving customer retention, expansion, and long-term account growth.
You have managed complex or high-value accounts and are comfortable working with multiple stakeholders, including business owners, operations teams, and decision-makers.
You think like a business owner for your accounts, taking full responsibility for retention, growth, and overall customer health rather than just managing relationships.
You are able to understand customer business models, identify growth opportunities, and align product capabilities to deliver measurable business outcomes.
You are comfortable owning and driving expansion conversations, including upsells, cross-sells, and account growth initiatives.
You have strong problem-solving ability and are confident handling complex scenarios such as escalations, operational challenges, and customer risks, driving them to resolution independently.
You are highly structured in managing your portfolio, with the ability to track account health, usage trends, renewal timelines, and growth opportunities across multiple accounts.
You are data-driven and comfortable analyzing customer behavior, identifying patterns, and making decisions based on usage, engagement, and performance metrics.
You communicate clearly and confidently with senior stakeholders, and are able to influence decisions while maintaining strong customer relationships.
You are proactive and outcome-oriented, consistently identifying risks and opportunities and taking ownership to act on them without waiting for direction.
You are comfortable working in a fast-paced, high-accountability environment where performance is measured through retention, expansion, and customer engagement outcomes.

Skills: product adoption & usage analytics:,customer success & account management,customer retention & churn prevention,adoption,commercial & negotiation skills,account growth & revenue expansion,problem-solving & escalation management

Customer Success Manager - Senior