Customer Success Manager

Customer Success Manager

About the Role:

As a Customer Success Manager (CSM), you will be a key member of the Customer Success team, responsible for driving renewals, identifying upsell opportunities, and generating new revenue. This role combines strategic account management with proactive sales efforts to ensure our clients get the most out of Engage3's solutions. You'll build strong relationships with existing clients to understand their goals and maximize the value they receive from our tools and data, promoting long-term retention and growth

Key Metrics

- Net Revenue Retention (NRR)

- Logo Retention

- Activity-Based Goals (varies annually)

Core Responsibilities

- Renewals & Upsell Management:

Ensure timely renewal of all customer contracts within the renewal window.

- Accurately forecast renewal and upsell opportunities through each stage of the sales process.

- Identify and qualify cross-sell opportunities; collaborate with the Sales team to close deals

- Become an expert in Engage3’s product suite, pricing models, use cases, and best practices

- Provide strategic consultation to customers to help them realize value and support adoption

- Communicate regularly with clients on product updates, migrations, and improvement efforts

- Lead and organize client training sessions, including onboarding of new users based on service tier

- Contracting & Invoicing:

Ensure SOWs are issued, reviewed, and executed promptly for all closed-won deals

- Confirm all contract terms, including payment methods and schedules, before deal closure

- Coordinate with the Accounting team to send accurate invoices and collect payment efficiently

- Maintain accurate financial reporting for all accounts in your portfolio.

- Partner with Operations to assess and apply customer credits when applicable

- Customer Health Reporting:

Maintain complete and up-to-date records in the CRM, including tasks, emails, and notes for all opportunities.

- Ensure all leads and opportunities have next steps assigned.

- Create and update opportunities with the correct sales stage, close date, estimated value, and other relevant data to support accurate pipeline forecasting.

- Update customer health fields to drive overall portfolio health reporting; escalating where customer health or usage has declined

- Customer Relationship Management:

Act as the owner of the customer relationship post-sale, serving as their internal advocate

- Drive regular check-ins to drive usage, knowledge, and a strong partnership

Qualifications:

- Education: College degree required; marketing and business degrees preferred

- Experience: Minimum 0-3 years Engage3 experience or 1+ years’ experience in Account Management, Customer Success, Analytics or Sales Support

- Proficient in English

- Ability to work US based hours

- Demonstrate agility, a continuous improvement mindset, and action-orientation

- Demonstrated ability to self-motivate, multi-task in a fast-paced environment, work in teams and be flexible

- Capable of handling multiple projects and deadlines and works well under pressure

- Cross functional collaboration and influencing skills

- Must have exceptional organizational abilities, follow-through and be able to focus on details

- Strong proficiency with Power Point, Excel, and Word; experience using Salesforce.com

About Engage3:

Engage3 is a leading provider of retail price intelligence and competitive insights, dedicated to helping the world's top retailers and brands optimize their pricing strategies and drive profitability. Our innovative, data-driven SaaS platform uses advanced analytics to deliver real-time data on competitor pricing and product assortment. We are a team of passionate problem-solvers, driven by a culture of trust and intellectual curiosity. We believe in fostering an environment where every team member can thrive and make a meaningful impact as we continue to revolutionize the retail industry.