Customer Success Manager

Customer Success Manager (CSM)

Key Responsibilities

• Act as the

  primary point of contact

  for assigned customers, ensuring a seamless post-sales experience.
• Drive

  onboarding, training, and product adoption

  to help customers achieve their business goals.
• Monitor customer health, usage, and satisfaction; proactively address challenges to prevent churn.
• Partner with sales and account management teams to

  identify upsell and cross-sell opportunities

  .
• Manage

  renewals process

  and ensure consistent customer retention.
• Collaborate with product teams to provide

  customer feedback and insights

  that shape product roadmap.
• Build strong, long-term relationships by delivering

  strategic business reviews

  and measurable outcomes.
• Develop and maintain

  customer documentation, playbooks, and best practices

  .

Required Skills & Qualifications

• Bachelor’s/Master’s degree in

  Business, Marketing, Technology, or related field

  .
• 4–8 years of experience in

  Customer Success / Account Management / Consulting

  (preferably SaaS or technology).
• Strong communication, presentation, and relationship management skills.
• Proven ability to

  manage enterprise customers

  and drive measurable results.
• Solid understanding of

  SaaS business models, KPIs, and customer lifecycle management

  .
• Data-driven mindset with proficiency in

  CRM/CS tools

  (Salesforce, HubSpot, Gainsight, Zoho, etc.).
• Ability to work cross-functionally and thrive in a fast-paced environment.

Nice-to-Have Skills

• Experience in

  enterprise SaaS or B2B technology companies

  .
• Familiarity with

  customer engagement tools

  (Intercom, Zendesk, Freshdesk, Totango).
• Exposure to

  renewals, upselling, and expansion strategies

  .
• Background in

  consulting or solution engineering

  .