Customer Success Manager

JOB OVERVIEW:

The Customer Success Manager will be responsible for building strong relationships with our

customers, ensuring their satisfaction, and helping them achieve their desired outcomes with our

products or services.

This role requires a deep understanding of our customer's needs and a commitment to delivering

exceptional customer service.

CSM's main goal will be to renew customer contracts and monitor invoices/payments.

RESPONSIBILITIES:

Issue Resolution and Support:

• Address customer inquiries and issues promptly and effectively.
• Work closely with the support team to ensure timely issue resolution.
• Document and track customer issues and resolutions.

Customer Feedback and Advocacy:

• Gather and analyze customer feedback to identify areas for improvement.
• Encourage satisfied customers to become advocates and provide testimonials and

referrals.

Reporting and Data Analysis:

• Maintain accurate customer records and account information.
• Use data and analytics to assess customer health and product usage.
• Prepare and deliver regular reports on customer engagement and satisfaction.

Customer Success Planning:

• Develop and implement customer success plans for key accounts.
• Set clear goals and objectives for customer success, and regularly assess progress.

Customer Testimonials

• Collect customer testimonials

Product updates

• Conduct webinars/meetings to update them about product updates and collect

feedback for new features

Customer Training

• Conduct customer training related to the product

Coordination with Team

• Coordinate with the product development team and support team to monitor

customer request status

REQUIREMENTS:

Proven experience in a Customer Success role or similar customer-facing role.

Strong communication and interpersonal skills.

Excellent problem-solving and analytical abilities.

Understanding of the industry and market trends.

Ability to work collaboratively with cross-functional teams, including sales, support, and

product development.

Experience within US or UK market.

IT product experience (SaaS based).

QUALIFICATIONS:

Bachelor's degree in a related field (IT, Business, or similar).