Customer Value Advocate Manage

As the Customer Value Advocate Manager, you are responsible for designing and executing strategic initiatives to reduce churn and maximize customer value across high-priority, at-risk accounts. You serve as a strategic advisor and renewal partner to Customer Success Managers (CSMs), Front Line Managers (FLMs) and our Executive Leadership Team, driving retention through proactive engagement, cross-functional collaboration, and tailored customer strategies to increase renewal likelihood.

Key Responsibilities:
Churn Risk Mitigation & Strategic Renewal Support

• Identify and engage with red and at-risk accounts to increase renewal likelihood.
• Partner with CSMs to develop renewal strategies, pricing proposals, and customer-facing materials.
• Lead customer-facing engagements for near-term renewals and provide strategic support for longer-term accounts.
• Support and manage accounts during CSM family/medical leave, departures from the business or overall account coverage.

Proactive Monitoring and Engagement

• Monitor, flag and engage with accounts showing decreased usage and activity via customer health score, adoption dashboard and triage dashboards in Tableau.
• Run plays to increase adoption focuses on specified product showing a decreased trend (CE, SI, ABM)
• Track increase in adoption post engagement and trainings.

Program Development & Enablement

• Launch and support the ICU Model and Swimlanes, including the ICU Hub, Renewal Clinics, and other at risk Playbooks.
• Create frameworks to track ICU impact, including TRD saved, win rates, and engagement metrics.

Cross-Functional Collaboration

• Work closely with FLM’s, Marketing, Product, Enablement, and CS Ops to align ICU efforts with broader customer success goals.
• Partner with Support and PC team

Leadership & Communication

• Act as a strategic advisor to CS leadership, identifying common themes across segments, managing key initiatives and communications.
• Lead bi-weekly working groups, offsite resilience training, and renewal clinics across EMEA and NA.

Base Salary Range: $137,244.00 – $201,291.20.