Customer Success Manager

Customer Success Manager (CSM)

Key Responsibilities:

• Serve as the primary post-sale point of contact for a portfolio of clients.
• Drive customer onboarding and ensure a seamless implementation of Network Integration solutions & services (e.g. cloud infra, networking, cybersecurity, software platforms).
• Develop a deep understanding of clients' technical environments, business needs, and strategic goals.
• Communicate regularly with customers to understand their needs, answer questions, and provide support.
• Help customers understand the value of our company product or service and how to best utilize it.
• Develop and maintain strong relationships with customers, building trust and rapport.
• Monitor proactively customer health, customer satisfaction and usage metrics to identify risks and opportunities.
• Conduct regular performance reporting to demonstrate value.
• Collaborate with product, sales, support, and engineering teams to resolve issues and deliver solutions.
• Identify upsell and cross-sell opportunities and support renewal cycles in partnership with sales.
• Stay updated on industry trends, emerging technologies, and competitive offerings.

Qualifications:

• Bachelors degree Technology, Science or Business, or a related field.
• 3+ years of experience in customer success, account management, or technical support Information & Communication technology domain.
• Strong knowledge of ICT products and services (e.g. managed services, networking solutions, SaaS, IaaS).
• Excellent communication, presentation, and interpersonal skills.
• Ability to translate technical concepts into business value.
• Strong analytical, problem-solving, and project management skills.

Preferred Skills:

• Certifications such as ITIL, PMP, or CSM are a plus.
• Experience working with enterprise clients or in B2B environments.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Familiarity with agile methodologies and cloud technologies (AWS, Azure, etc.).

Success Metrics:

• Customer satisfaction (CSAT)
• Customer retention and renewal rates
• Expansion revenue (upsell/cross-sell)
• Time-to-value and adoption rates