Customer Success Manager (CSM)

Role & responsibilities

• Client Relationship Management

• Act as the main point of contact for assigned clients, building trust and ensuring a seamless experience.
• Lead all client calls and check-ins, proactively identifying opportunities to add value.
• Serve as the voice of the client internally, ensuring their needs are understood and addressed by operations, QA, and leadership.

• Issue Resolution & Escalation

• Manage and resolve client issues with urgency and professionalism.
• Coordinate with internal teams to ensure escalations are addressed quickly and effectively.
• Anticipate potential risks or service gaps and take preventative action.

• Client Advocacy & Insights

• Collect and share feedback from clients to inform process improvements, product features, and training needs.
• Provide regular reporting to clients on service levels, KPIs, and progress against goals.
• Champion client success internally by advocating for enhancements that improve the client experience.

• Retention & Growth

• Drive client satisfaction and renewal by ensuring consistent service delivery.
• Identify upsell or cross-sell opportunities and partner with sales where appropriate.
• Build long-term relationships that position us as a trusted partner.

Preferred candidate profile

• Bachelors degree required; MBA or equivalent a plus.
• 3–6 years of experience in client success, account management, or client-facing operations roles.
• Exceptional communication and presentation skills; confident leading client calls and discussions.
• Strong relationship-building ability, with a client-first mindset.
• Experience handling escalations and resolving complex client issues.
• Organized, proactive, and able to coordinate across multiple teams.

Success Metrics

• Client satisfaction and Net Promoter Score (NPS).
• Renewal and retention rates.
• Responsiveness and resolution time for escalations.
• Positive client feedback on communication, service quality, and partnership.