[Hiring] Customer Success Manager @Cardata

Role Description

As a Customer Success Manager, you’ll own a portfolio of customer relationships after implementation, helping customers realize measurable value from their broader mobility programs while contributing directly to Cardata’s GRR and NRR goals.

• Own customer business outcomes and value realization.
• Manage a portfolio of customers and develop a deep understanding of their business objectives, mobility programs, organizational priorities, and success measures.
• Translate Cardata’s solutions, data, and expertise into measurable business value.
• Protect GRR through proactive customer health and risk management.
• Monitor adoption, engagement, program performance, stakeholder changes, and other customer-health indicators to identify churn risk early.
• Develop and execute clear mitigation strategies well ahead of renewal.
• Drive NRR by uncovering growth opportunities.
• Identify opportunities to expand Cardata’s value within existing customers based on business objectives, program performance, usage insights, and organizational changes.
• Partner with the Account Manager to develop expansion and upsell strategies and advance opportunities.
• Lead strategic customer conversations and renewals.
• Own ongoing customer relationships, executive business reviews, QBRs, strategic planning conversations, and renewal readiness.
• Use data and business outcomes to demonstrate ROI, reinforce Cardata’s value, and support successful long-term renewals.
• Own the post-implementation transition and time-to-value.
• Partner closely with the Implementation Specialist to ensure a smooth handoff from implementation into post-go-live Customer Success.
• Establish clear success measures, stakeholder alignment, and an ongoing engagement strategy that accelerates time to first value.
• Turn data into action and influence cross-functionally.
• Analyze customer and program data, identify trends and opportunities, and build clear, executive-ready presentations and recommendations.
• Partner with Product, Sales, Account Management, Operations, Support, and Implementation to solve customer challenges and continuously improve the customer experience.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, ideally within a B2B SaaS environment.
• Proven experience owning a portfolio of mid-market or enterprise customers with multiple stakeholders and measurable commercial outcomes.
• Demonstrated success contributing to retention, renewals, GRR, NRR, adoption, and account expansion.
• Experience identifying customer risk early and developing proactive strategies to protect retention and long-term value.
• Strong commercial judgment and the ability to identify expansion opportunities and build a compelling customer business case.
• Confidence leading executive-level conversations, business reviews, strategic planning sessions, and renewal discussions.
• Strong analytical skills, including proficiency with Excel to analyze, manipulate, and interpret customer and program data.
• Strong presentation and data-storytelling skills, with the ability to translate metrics into executive-ready recommendations tied to business outcomes.
• Strong stakeholder management, negotiation, organization, and prioritization skills.
• Comfort working cross-functionally across Account Management, Product, Sales, Operations, Support, and Implementation.
• Alignment with Cardata’s core values: Show Up, Team Up, Dig In, Speak Up, and Own It.
• Comfortable working in a fast-paced, remote-first environment and travelling approximately 2–3 times per quarter.

Requirements

• This is a remote-first role with occasional travel, approximately 2–3 times per quarter.

Benefits

• Remote work and flexible working hours.
• Mentorship and development opportunities (to help you achieve your career goals!).
• Extended medical & dental benefits.
• Healthcare spending account.
• $3,000 annual Health and Wellness Spending Account to support your overall wellbeing.
• Employee assistance program (EAP).
• Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.