Founding Customer Success Manager

As the first Customer Success Manager, you will serve as a strategic partner to client organizations, aiming to achieve measurable performance improvements through coaching programs. Your responsibilities include owning partner accounts from launch to renewal, acting as a trusted advisor to HR leaders, and conducting reviews to demonstrate coaching outcomes and ROI. You will drive expansion revenue by identifying opportunities for additional services and managing contract renewals. Building authentic relationships with HR partners to maximize coaching impact and adoption is key. You will also analyze and monitor member engagement, proactively addressing participation and utilization. Establishing CSM best practices, creating scalable processes, and building partner success playbooks are crucial. Collaboration with Coaching and Member Experience teams for a seamless experience, facilitating partner customizations, and maintaining accurate records in HubSpot are also required. Supporting the sales team with HR-focused proof points and capturing market insights will be part of the role. Additionally, you will champion AI integration into the CSM role and serve as the internal voice of the customer to influence strategic decisions.