Customer Success Manager

3+ years in a CSM role at a B2B SaaS company with quota, management consulting experience, or an agency working directly with customers. Experience building and nurturing relationships with multiple stakeholders. Affinity with software and software development; ability to understand and convey complex topics. Obsessed with making customers happy. Confident working in a high-autonomy, process ambiguous, fast-paced environment. Comfortable working in highly ambiguous settings. Strong project management skills. Curious mindset and careful attention to detail.

Manage the relationship between Paragon and our customers. Work with internal teams to ensure customer expectations are met. Develop programs to drive usage and retention. Manage contractual relationships, including renewals and expansions. Help customers ramp onto the platform. Drive adoption and maintain strong renewal rates and NPS. Become an integrations domain expert. Identify and mitigate client risks to avoid churn. Create goals, action plans, and playbooks for customers. Demonstrate platform features and capabilities. Lead cross-functional initiatives like customer journey mapping.