About this role
About the Role At PEX, Customer Success isn’t just a department — it’s the heart of our business. As a Customer Success Manager (CSM), you’ll own the customer relationship from onboarding to renewal and beyond, serving as a trusted advisor and strategic partner to a portfolio of diverse accounts. Your mission? Drive adoption of the PEX platform Create measurable value for our customers Expand customer engagement Protect and grow revenue What You'll Do Serve as the primary relationship owner for a portfolio of customers across a variety of industries and sizes. Manage the post-sale customer journey: onboarding, training, implementation, adoption, success planning, and renewals. Conduct Executive Business Reviews (EBRs) to highlight value delivered, align on key initiatives, and identify expansion opportunities. Monitor and drive health metrics: utilization rates, feature adoption, customer satisfaction (NPS), overall engagement and Net Spend Retention (NSR). Deliver targeted training sessions and best practice guidance to maximize customer success. Gain deep expertise in the PEX platform, including core functionality, features, and integrations, to serve as a subject matter expert (SME) for customers and internal stakeholders. Apply working knowledge of PEX tools to troubleshoot elevated issues, configure features, and guide customers through complex workflows. Understand the "why" behind customer needs, aligning PEX’s capabilities with their operational goals. Act as a customer advocate, sharing feedback with Product, Engineering, and other internal teams. Identify and mitigate risks of churn, while proactively creating expansion opportunities. Collaborate cross-functionally with Sales, Marketing, Product, and Support to deliver a unified customer experience. Use tools like Salesforce, Monday.com, Gong, and Google Suite to manage activities, communication, and reporting. Constantly look for ways to improve processes and scale the Customer Success function at PEX. Apply working knowledge of PEX tools to troubleshoot elevated issues, configure features, and guide customers through complex workflows. Leverage AI tools (e.g., Claude, ChatGPT, Devin) to work more efficiently by accelerating account research, drafting customer communications and internal content, surfacing usage insights, and streamlining internal workflows.