• The Customer Success Manager (CSM) is accountable for end-to-end client success for a client supported within a Strategic POD. • Responsible for customer relationship and P&L management of (a) strategic account(s). • Acts as the primary client owner, ensuring service excellence, operational stability, contractual adherence, and long-term value realization globally. • Owns service governance, service delivery, and cross functional execution. • Partnering closely with Country Team Leads, AMO, AMS, ITCSO’s, HR Tech Leads, Country Knowledge Centers of Excellence (CoEs), Client Execs (CE’s), and Sales, to ensure a seamless, high-quality client experience that drives Client retention and reference-ability, NPS, and profitability.

• Client support & program completion • Regular 1:1 calls and group coaching sessions • Proactively guide clients through the program • Build trust and foster accountability

• Serve as a key point of contact for B2B clients, managing inbound inquiries via Slack, email, and video calls • Develop deep expertise in Swish’s products, data, and workflows to effectively support client needs • Troubleshoot client issues in real time, translating technical concepts into clear, actionable guidance • Proactively identify client pain points, usage gaps, and opportunities to improve retention and satisfaction • Monitor client performance and engagement, ensuring successful onboarding and ongoing adoption

Role Description As a Customer Success Manager, you will be responsible for overseeing the relationship and strategic management of some of our most significant mid-market accounts. In this role, you will serve as the primary point of contact for our customers, taking ownership of their experience from onboarding through to renewals, upsell, and cross-sell opportunities. You will be integral to driving both customer retention and growth within your accounts, applying a consultative approach to help clients achieve maximum value from our platform. We are prioritizing candidates who are in the Central Timezone Impact You Will Make in the Role: - Customer Relationship Management: - Build and maintain strong relationships with key stakeholders within client accounts. - Act as a trusted advisor to guide clients in leveraging our CX platform for maximum impact, ensuring long-term satisfaction and value realization. - Account Ownership & Renewals: - Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks. - Growth Opportunities: - Identify and execute on opportunities for upselling and cross-selling across existing client portfolios. - Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions. - Data-Driven Decision Making: - Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success. - Monitor key success metrics (e.g., adoption rates, usage patterns) to proactively address potential challenges and maximize renewal probability. - Collaboration & Networking: - Work cross-functionally with sales, product, and support teams to address customer needs and deliver exceptional service. - Identify new contacts and departments within existing accounts to expand product adoption and customer footprint. - Customer Advocacy: - Act as the voice of the customer within the company. - Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies. Qualifications - 4-7 years of experience in customer success, account management, or client-facing sales roles with direct responsibility for renewals, retention, and expansion within a SaaS B2B environment. - Demonstrated ability to build long-lasting relationships with clients, anticipating needs and providing value-added solutions. - Comfort working in a consultative manner to advise on business process improvements through technology. - Deep understanding of customer pain points and the ability to navigate complex client relationships. - Success in identifying upsell and cross-sell opportunities, with a clear understanding of how to leverage customer relationships to drive revenue growth and meet KPIs. - Ability to communicate effectively across all levels of an organization, including C-suite executives, both verbally and in writing. - Demonstrated ability to thrive in a dynamic environment, managing multiple priorities and consistently delivering results while maintaining a positive, proactive attitude. - Excel in team settings, working cross-functionally to ensure clients receive a seamless experience. Requirements - Located in Central Time Zone. Benefits - Excellent healthcare package for you and your family. - Savings and Investment – 401(k) match. - Unlimited Paid Time Off. - Paid Parental Leave. - Online Legal Services (Rocket Lawyer). - Financial Planning Services (Origin). - Discounted Pet Insurance (Embrace Pet Insurance). - Corporate Benefit Program (Working Advantage) offering exclusive travel and entertainment offers and special discounts. - Health and Wellness Reimbursement Program. - Travel Discounts. - Educational Resources - Career & Personal Development Program. - Employee Referral Bonus Program. - Merit-based company with many opportunities to learn, excel, and grow your career.