Customer Success Manager

Job Summary

Customer Success Manager (CSM)

• Act as the primary point of contact for assigned customers, building long-term relationships based on trust and value delivery.
• Manage customer onboarding, training, and implementation to ensure seamless adoption of products/services.
• Monitor customer health scores, product usage, and engagement to proactively address risks.
• Serve as the voice of the customer within the organization, advocating for customer needs and influencing product development.
• Develop and execute customer success plans, tailored to business goals and success metrics.
• Drive renewals, upsells, and cross-sell opportunities in collaboration with sales.
• Conduct business reviews with customers to showcase ROI, share best practices, and align on future goals.
• Resolve escalations effectively and ensure a positive customer experience at all stages.
• Build a customer community by encouraging advocacy, case studies, and referrals.
• Collaborate cross-functionally with sales, product, and support teams to improve customer outcomes.
• Experience in customer success, account management, or client services (preferably in SaaS/tech).
• Strong interpersonal and communication skills (verbal & written).
• Proven track record in managing client relationships and driving renewals/expansion.
• Analytical mindset with ability to interpret customer data and recommend actions.
• Excellent problem-solving, time management, and conflict resolution skills.