Crucible GroupAI
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Reports to:VP of Customer Success·MANAGERCustomer Success dept

Customer Success Manager

Owns the post-sale relationship

The CSM runs day-to-day customer relationships. She tracks usage, schedules QBRs, handles renewal conversations, and is the first line for expansion opportunities.

How far the AI goes

AI drafts; a named person approves.

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A Day in the Life

Morning: account-by-account health review. Midday: scheduled check-ins. Afternoon: renewal and expansion conversations.

Responsibilities
  • ·Individual account ownership
  • ·Usage monitoring and proactive outreach
  • ·QBR preparation and delivery
  • ·Renewal negotiations
KPIs They Own
  • ●Account retention rate
  • ●Expansion %
  • ●QBR completion rate
Tools & Integrations
SARA RetainSARA MailSARA Voice
Who Hires This Role
  • · SaaS companies
  • · Subscription services
Direct Reports (1)

Support Agent

First line for every customer question

Pairs Well With

VP of Customer Success

Keeps your customers happy — and paying

Support Agent

First line for every customer question