Customer Success Manager

Core Technical & Growth Skills:

• Strong communication, active listening, and relationship-building with enterprise customers. End-to-end delivery ownership, planning, and project coordination.
• Requirements gathering, workflow definition, and solution documentation. Customer onboarding, adoption enablement, and proactive issue resolution. Data analysis and success metric tracking to drive decisions (CSAT, usage, churn signals).
• Familiarity with customer platforms and tools (CRM/CS tools e.g., HubSpot, Gainsight). Ability to identify growth opportunities and support upsell/expansion conversations

What You will work on

• Acting as the primary point of contact for assigned enterprise customers Driving onboarding, adoption, and value realization of key workflows/features Translating customer requirements into execution-ready artifacts (user stories, workflows, plans) Planning and managing delivery engagements with clear timelines, milestones, and SLAs
• Tracking delivery and success metrics; preparing insights dashboards and presentations Partnering with Product, Engineering, and Support teams to unblock issues and improve processes Conducting post-delivery follow-ups to validate outcomes and close open items Identifying expansion opportunities based on customer maturity, usage, and evolving needs

What we expect from you

• 3 to 4+ years of experience in Customer Success, Business Analysis, Implementation, Account Management, SaaS Support, or related functions Demonstrated delivery ownership in live customer engagements (planning execution handover) Strong business analysis capabilities (requirements, workflows, process documentation)
• Excellent communication and stakeholder management, particularly with enterprise clients Comfort working with metrics, dashboards, and performance indicators (HubSpot/Gainsight or similar experience is a plus)
• reference for candidates with financial domain exposure and/or operations background (finance ops, support ops, data ops) Experience managing large-scale enterprise project engagements is a strong advantage

What we value

• Ability to ensure predictable deliveries with strong planning and minimal escalations
• Clean and unambiguous capture of requirements that translate to successful execution
• Evidence of improved customer adoption, satisfaction, and confidence over time
• Discovery and support of expansion opportunities driven by delivered value
• Internal clarity on customer communication, priorities, and scope Read OptiSol on Medium Life at OptiSol Connect & Follow us OptiSol Business Solutions