Customer Success Manager

Role Overview

The Customer Success Manager / CSM Agent is responsible for helping customers succeed, stay engaged, and grow their business with Lofty. This role focuses on building customer relationships, driving product adoption, supporting renewals, and identifying upsell or cross‑sell opportunities that contribute to Expansion ARR growth. The role is ideal for someone who is customer‑focused, sales‑minded, and comfortable managing conversations that lead to retention, account growth, and long‑term customer value.

Key Responsibilities

• Manage assigned customers or pooled customer accounts after onboarding.
• Build strong customer relationships through regular check‑ins, calls, emails, and business reviews.
• Understand customer needs, product usage, and business goals.
• Drive product adoption and help customers maximize the value of Lofty’s tools and services.
• Identify upsell, cross‑sell, seat expansion, and pa...