Customer Success Manager

Job Description

- As a Customer Success Manager at Mitsogo, you will be the primary point of contact for our valued clients, ensuring they derive maximum value from our products and services. - Your role will involve working closely with customers to understand their needs, provide expert guidance, and facilitate successful product adoption and usage. - You will play a crucial role in building and maintaining strong relationships, driving customer satisfaction, and contributing to our overall success. Responsibilities: - Lead onboarding sessions for new customers, ensuring a smooth transition and effective use of our products. - Develop and deliver training materials and sessions to enhance user proficiency. - Build and maintain strong, long-lasting customer relationships. - Serve as a trusted advisor, addressing customer concerns and providing solutions to enhance their experience with our products. - Monitor customer engagement and product usage. - Proactively identify opportunities for increasing adoption and utilization of our products. - Act as the point of escalation for complex issues. - Collaborate with cross-functional teams, including Product, Support, and Sales, to resolve customer challenges and ensure timely solutions. - Gather customer feedback and insights to drive product improvements and inform the development roadmap. - Advocate for customer needs and contribute to the creation of customer-centric solutions. - Develop and execute customer success plans tailored to each customer's needs and goals. - Track and report on key performance indicators (KPIs) to measure success and identify areas for improvement. - Support the renewal process by ensuring continued customer satisfaction. - Identify opportunities for upselling or cross-selling additional products or services based on customer needs. Requirements: - Minimum of 2-8 years of experience in a Customer Success, Account Management, or related role, preferably in the IT security or software industry. - Willing to work in US shift - Strong interpersonal and communication skills with the ability to build relationships at all levels of an organization. - Excellent problem-solving abilities and a proactive, customer-centric approach. - Familiarity with IT security products and concepts is a plus. - Ability to quickly learn and understand complex technical products and solutions. - Comfortable using CRM software (e.g., Salesforce), customer success platforms, and other relevant tools. - Basic technical understanding of software and security solutions is advantageous. - Master's degree in Business, Technology, or a related field. - Relevant certifications or continued education in customer success or IT security is a plus