Portfolio Success Manager

Role & responsibilities

Portfolio Success Manager is responsible for driving the success and growth of a portfolio of accounts. providing digital support to ensure customers achieve their business objectives with our solutions. This role combines digital interactions with virtual meetings, allowing for a deeper understanding of the customer's unique needs. The Portfolio Success Manager works closely with internal teams, collaborating to drive customer satisfaction, retention, and expansion across

• Execute success plans aligned with the portfolio customers business goals, focused on maximizing product adoption and achieving customer outcomes.
• Engage with customers regularly through a mix of digital and virtual and digital activities and gather insights into customer needs.
• Conduct analysis of account health, tracking customer satisfaction, product usage, and renewal risks to proactively address potential issues and identify growth opportunities.
• Act as a customer advocate within the organization, coordinating with product, sales, and support teams to address customer challenges and champion feature requests and enhancements.
• Utilize customer data for cross-selling, upselling, and renewing contracts, collaborating closely with the sales team on expansion opportunities.
• Stay informed on industry trends and share relevant insights with customers to position our products as valuable solutions for their evolving needs.
• Maintain accurate and up to date data within the chosen CRM system, supporting all the above activities

Preferred candidate profile

• 5+ years of experience in customer success, account management, or a related role, with proven expertise in managing a portfolio of accounts.
• Exceptional interpersonal and communication skills, with experience conducting both virtual and digital check-ins
• Strong analytical skills to interpret customer data, assess account health, and develop actionable insights.
• Proficiency in CRM and customer success software (e.g., Gainsight, Salesforce), with experience in SaaS environments preferred.