Customer Success Manager

Job Summary:

Customer Success Manager

Key Responsibilities:

• Build and maintain strong, long-lasting relationships with a portfolio of customers.
• Guide customers through onboarding, implementation, and ongoing usage of our product/services.
• Understand customer goals and proactively ensure they achieve them.
• Monitor customer health, identify risks, and take action to improve retention.
• Serve as the voice of the customer internally, collaborating with product, sales, and support teams.
• Conduct regular check-ins and QBRs (Quarterly Business Reviews).
• Identify upsell/cross-sell opportunities and support renewals in partnership with the sales team.
• Deliver product training, best practices, and relevant resources to drive customer success.
• Track key metrics (e.g., Net Promoter Score, churn rate, engagement) and report on customer outcomes.

Required Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational and time-management abilities.
• Customer-first mindset with a proactive approach to problem resolution.
• Ability to manage multiple accounts and prioritize competing demands.
• Comfortable working with CRM tools (e.g., Salesforce, HubSpot), CS platforms (e.g., Gainsight, Totango), and other customer analytics tools.

Preferred Qualifications:

• Experience in a SaaS or tech environment.
• Familiarity with onboarding processes, user training, and customer engagement strategies.
• Experience with customer journey mapping and lifecycle management.
• Understanding of KPIs like churn, expansion revenue, and product adoption.