Customer Success Manager

Your Role and Impact

As a Customer Success Manager at Venn, you will serve as a strategic partner to our high-value Mid-Market and Enterprise clients. Our Customer Success organization is still evolving, so you’ll need to be flexible, proactive and ready to hit the ground running. You will go beyond day-to-day account management by owning executive-level relationships, influencing product adoption at scale, and ensuring measurable business outcomes that drive retention and expansion.

You’ll act as the voice of the customer internally, partnering cross-functionally with Product, Sales, and Support to advocate for client needs and influence our roadmap. CSMs are entrusted with our most complex accounts and play a key role in shaping the future of our Customer Success organization.

We’ll count on you to…

• Manage a portfolio of Mid-Market and Enterprise accounts, ensuring alignment with customer business objectives and Venn’s solutions.
• Develop success and risk plans that define clear outcomes, success metrics, and adoption milestones. Ensure customers achieve measurable value from Venn’s platform.
• Build and maintain relationships with senior stakeholders, including C-level executives, to secure renewals, expansions, and advocacy.
• Own renewal cycles and proactively identify upsell/cross-sell opportunities that contribute to revenue growth.
• Act as the voice of the customer internally, collaborating with Product, Engineering, and Sales to shape features, influence roadmap priorities, and resolve escalations.
• Identify at-risk accounts early, build mitigation strategies, and lead executive-level intervention to protect revenue.
• Leverage customer health metrics, usage data, and sentiment tracking to guide engagement strategies and ensure data-backed decision-making.
• Act as a trusted advisor by staying current on industry trends, security standards, and compliance frameworks relevant to our clients.

What You Will Bring:

• Bachelor’s degree in Business Administration, Information Technology, MIS, or a related field; MBA or advanced degree a plus.
• 5+ years of experience in Customer Success, Account Management, or Client Services within SaaS, technology, or financial services.
• Demonstrated success managing mid-market-level and strategic accounts with million-dollar contract values.
• Proven track record of driving customer adoption, retention, and expansion with measurable results.
• Strong executive presence with the ability to influence and build trust with C-level leaders.
• Exceptional communication, presentation, and negotiation skills.
• Analytical mindset with experience using customer success platforms, CRMs, and BI tools to track and improve account health.
• Ability to thrive in a fast-paced, startup environment where priorities shift and building scalable processes is key.