The Customer Success Manager (CSM) plays a critical role in driving customer retention, churn mitigation and long-term growth. CSMs are measured on Net Revenue Retention (NRR), ensuring that customers renew, expand, and continue to see value from Imgix. They are the strategic consultants for our top customers: setting KPIs, ensuring strong adoption and maturity of usage. CSMs at Imgix are also responsible for leveraging data to identify risks early and execute strategies to prevent churn.
This role partners closely with Account Executives: CSMs surface expansion opportunities through deep customer engagement, while AEs lead the commercial execution. Together, they ensure renewals are seamless and customers realize increasing value over time.