Customer Success Manager

Job Title: Customer Success Manager

About the Role

We are seeking an experienced and customer-centric Customer Success Manager to lead client relationships and ensure long-term success for users of our SaaS product. The ideal candidate will have a deep understanding of SaaS customer lifecycles, strong business acumen, and a proven ability to drive customer adoption, satisfaction, and retention.

As a key member of our customer success team, you will act as the trusted advisor to our clients — ensuring they achieve their desired outcomes while maximizing the value derived from our platform.

Key Responsibilities:

• Serve as the primary point of contact for key customers, managing relationships post-sale through renewal and expansion.
• Develop a thorough understanding of client business goals and align our SaaS solutions accordingly.
• Drive customer onboarding, adoption, engagement, and satisfaction across the customer lifecycle.
• Monitor product usage metrics to identify potential risks and proactively manage churn.
• Conduct regular business reviews and strategy sessions with clients to ensure continued value realization.
• Partner with Sales to identify upsell, cross-sell, and renewal opportunities.
• Collaborate with Product and Engineering teams to communicate client feedback and influence product improvements.
• Maintain accurate customer health scores and success metrics in CRM and success tools.
• Mentor junior success team members and contribute to process improvements.

Required Skills & Qualifications:

• Bachelor’s or Master’s degree in Business, Marketing, or a related field.
• Minimum 5 years of experience in Customer Success or Account Management within a SaaS or technology environment.
• Proven track record of managing enterprise or high-value client accounts.
• Deep understanding of SaaS business models, subscription renewals, and customer lifecycle management.
• Exceptional communication, presentation, and negotiation skills.
• Ability to interpret and act on customer data and usage analytics.
• Proficiency with CRM tools (Salesforce, HubSpot, Zoho) and Customer Success platforms
• Strong problem-solving, relationship-building, and strategic thinking abilities.

Performance Metrics:

• Customer retention and renewal rates
• Product adoption and usage growth
• Net Promoter Score (NPS) and CSAT
• Upsell and cross-sell revenue contribution
• Churn rate reduction