Customer Success Manager

Job Summary:

The Customer Success Manager (CSM) is responsible for building strong customer relationships, ensuring successful onboarding, driving product adoption, and maximizing customer satisfaction and retention. This role acts as a bridge between customers and internal teams to ensure clients achieve their desired outcomes using our products and services.

Key Responsibilities:

• Serve as the primary point of contact for customers throughout their lifecycle.
• Manage customer onboarding, training, and product adoption processes.
• Understand customer goals and help them achieve measurable success with the product.
• Monitor customer health metrics and proactively address issues or risks.
• Collaborate with sales, product, and support teams to enhance the customer experience.
• Conduct regular check-ins and business reviews with customers.
• Drive customer advocacy through referrals, testimonials, and case studies.
• Identify opportunities for upselling or cross-selling services.
• Maintain accurate records of customer interactions in CRM systems.
• Prepare reports on customer satisfaction, retention, and feedback.

Required Skills & Qualifications:

• Bachelor’s degree in Business, Marketing, or related field.
• Excellent communication and relationship-building skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight).
• Ability to manage multiple accounts and prioritize effectively.

Preferred Qualifications:

• Experience in SaaS or technology-driven companies.
• Certification in Customer Success or Account Management.
• Data-driven mindset with knowledge of analytics tools.