Customer Success Manager

At Cardata, customers are at the center of everything we do. Our Customer Success team is both the foundation of our strong retention and renewal rates and the driving force behind our growth strategy. We’re looking for ambitious, proactive Senior Customer Success Managers who see themselves as builders of both customer success and business growth.

As a Customer Success Manager, you’ll own strategic relationships with Cardata’s customers, ensuring they achieve exceptional outcomes while driving adoption, expansion, and long-term partnerships. Acting as a trusted advisor to senior executives, finance leaders, and administrators, you’ll position Cardata as a strategic partner that shapes customer growth, compliance, and operational efficiency through every stage of the relationship. You’ll thrive here if you’re energized by solving high-impact challenges, confident in navigating executive conversations, and motivated by the opportunity to deliver measurable business outcomes in a fast-paced SaaS environment.

**This is a remote first role with occasional 2-3 times a year travel requirement**

What You’ll Be Doing

Drive Customer Value and Growth

• Own a portfolio of strategic accounts and deliver measurable outcomes that drive customer ROI. 
• Lead consultative onboarding and successful program implementations, ensuring executive alignment and using established playbooks and processes.  
• Drive revenue growth across your portfolio through increased adoption, program optimization, and successful renewals.
• Monitor engagement, program performance, and usage trends to ensure customers are realizing value from their program.
• Identify and drive opportunities to expand Cardata's programs within existing accounts based on customer goals, usage insights, and organizational changes.

Be a Trusted, Proactive Partner

• Build trusted relationships with key stakeholders including executives, program administrators, HR leaders, and finance partners.
• Lead executive business reviews and QBRs that showcase data-backed value and growth opportunities.
• Collaborate cross-functionally to deliver seamless customer experiences while championing customer needs in alignment with Cardata’s growth objectives.

Deliver Long-Term Outcomes

• Create and deliver engagement strategies that deepen adoption, sustain long-term value, and strengthen customer loyalty.
• Drive end-to-end renewal cycles, negotiating terms and securing multi-year commitments where possible.
• Work proactively with customers to address challenges and ensure programs continue delivering value ahead of renewal cycles.
• Partner with leadership to refine customer segmentation, playbooks, and success frameworks that scale across the organization. 
• Collaborate cross-functionally with Product, Sales, Operations, and Support to streamline processes and improve the customer experience.

Own Renewal Readiness and Retention

• Drive renewals for accounts within your portfolio and lead renewal conversations with customer stakeholders.
• Monitor customer health indicators and identify early signs of risk or disengagement.
• Work proactively with customers to address challenges and ensure programs continue delivering value ahead of renewal cycles.

Who you are

• Executive Communicator: Confident leading C-level conversations and influencing high-stakes decisions. 
• Customer-Centered & Growth-Driven: Motivated by creating long-term value while driving account expansion.
• Analytical & Strategic: Skilled at synthesizing insights and creating actionable insights to drive customer outcomes. 
• Ambitious & Self-Motivated: Thrive in a fast-paced, high-growth SaaS environment where ownership and initiative are key.
• Collaborative Influencer: Passionate about contributing to a high-performing team culture.
• Detail-Oriented & Organized: Exceptional ability to manage complex programs, negotiations, and stakeholder expectations.

What You’ll Bring

• 3-5 years in a customer-facing role (Customer Success, Account Management, or Consulting), ideally in SaaS.
• Proven success managing mid-to-large enterprise accounts with multiple stakeholders. 
• Demonstrated track record of driving retention, adoption, and expansion across a diverse portfolio. 
• Comfortable leading executive-level conversations and influencing decision-making. 
• Experience leading customer conversations, including business reviews, strategic planning sessions, renewals and expansions.
• Skilled in data-driven storytelling, using metrics to demonstrate value and influence outcomes. 
• Strong negotiation skills.
• Tech-savvy and experienced in remote-first environments.