Customer Success Manager

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About Gnxtace Technologies

Gnxtace Technologies is a growth-focused technology and digital solutions company delivering end-to-end services across web & app development, SaaS solutions, performance marketing, SEO, social media marketing, branding, and automation. We partner with ambitious businesses to drive measurable growth through technology and digital excellence.

We are looking for a Customer Success Manager (CSM) who can act as the single point of ownership for client success across both technology delivery and digital marketing performance.

Role Overview

The Customer Success Manager will be responsible for managing client relationships post-sale, ensuring smooth execution across tech and digital marketing teams, driving retention, upsell opportunities, and ensuring clients consistently achieve business outcomes.

This role requires a strong balance of client-facing communication, project oversight, strategic thinking, and cross-functional team coordination.

Key Responsibilities

Client Relationship & Success Management

• Own the end-to-end customer lifecycle: onboarding, adoption, delivery, retention, and growth.
• Act as the primary point of contact for assigned clients across tech and marketing engagements.
• Conduct regular client check-ins, reviews, and performance discussions.
• Translate client business goals into clear execution plans for internal teams.
• Proactively identify risks, gaps, and opportunities to improve client satisfaction.

Cross-Functional Team Coordination

• Work closely with tech teams (web, app, SaaS, UI/UX, automation) to ensure timely and quality delivery.
• Coordinate with digital marketing teams (performance marketing, SEO, social media, content, creatives) to track KPIs and campaign performance.
• Ensure clear documentation of scope, timelines, deliverables, and success metrics.
• Bridge communication between clients and internal teams to avoid misalignment.

Project & Delivery Oversight

• Oversee multiple client accounts simultaneously and ensure delivery as per agreed SLAs.
• Track milestones, dependencies, and timelines across tech and marketing projects.
• Ensure change requests, scope additions, and revisions are properly evaluated and approved.
• Maintain project health dashboards and client documentation.

Performance, Reporting & Insights

• Review marketing and tech performance reports before sharing with clients.
• Ensure reports are outcome-driven, not just activity-based.
• Present insights, recommendations, and next steps to clients in a business-friendly manner.
• Monitor client KPIs such as ROI, lead quality, conversion rates, system performance, and adoption metrics.

Retention, Upsell & Growth

• Build long-term relationships with key client stakeholders.
• Identify upsell and cross-sell opportunities across tech and digital services.
• Work with sales and leadership teams on renewals and account expansion.
• Ensure high client satisfaction, retention, and advocacy.

Required Skills & Qualifications

Must-Have Skills

• 4–7 years of experience in Customer Success / Account Management / Client Services in a tech or digital agency environment.
• Strong understanding of web/app development processes and digital marketing fundamentals.
• Proven ability to manage multiple stakeholders and cross-functional teams.
• Excellent communication, presentation, and negotiation skills.
• Strong problem-solving and conflict-resolution abilities.
• Experience working with KPIs, reports, and performance metrics.

Technical & Marketing Understanding

• Working knowledge of:

Websites, mobile apps, SaaS platforms, APIs

SEO, paid ads (Google & Meta), social media, content, CRO

• Ability to understand technical constraints and marketing data (not execution-level coding).

Tools & Process Exposure (Preferred)

• Project management tools (Jira, Trello)
• Google Analytics, Meta Ads, Google Ads dashboards
• Reporting & documentation tools

Ideal Candidate Profile

• Client-first mindset with strong ownership and accountability.
• Highly organized and process-driven.
• Comfortable working in a fast-paced agency or product-services environment.
• Ability to balance diplomacy with firmness when managing scope and timelines.
• Business-oriented thinker who focuses on outcomes, not just deliverables.

What We Offer

• Opportunity to work across technology and digital growth projects.
• Direct exposure to leadership and strategic decision-making.
• Growth-oriented environment with learning and advancement opportunities.
• Competitive compensation based on experience.