Manager, Customer Success

The Customer Success Manager will cultivate strong executive and business user relationships with Helpshift's clients and collaborate with a global CSM team across North America, EMEA, and APAC. They will partner with Account Managers to drive value, renewals, and growth, and work with customers to establish key performance indicators for success, aiming to increase renewals and reduce churn. The role involves acting as a product expert and strategic advisor, developing and presenting quarterly business review data, and serving as a customer advocate throughout the contract lifecycle, including identifying upsell opportunities. Responsibilities also include educating clients on best practices for SDK configurations and internal Dashboard setup, advocating for customer needs cross-departmentally, managing issue escalations to the development team, and handling multiple projects and customer inquiries, including high-priority client requests during evenings and weekends.