Customer Success Manager

Customer Success Manager

Key Responsibilities

• Lead, mentor, and manage the Customer Success team to ensure seamless

  onboarding, engagement, and retention

  of customers.
• Assign customer

  SPOCs

  and conduct periodic health check-ins and feedback sessions.
• Own and drive the

  entire contract renewal lifecycle

  from proposal creation to successful closure.
• Prepare and manage

  commercial proposals

  in close coordination with Sales and Finance teams.
• Oversee

  licensing processes

  and ensure accurate, timely invoicing.
• Track and maintain renewal and new order data, including

  manual updates

  when required.
• Follow up on renewal payments and coordinate with Finance for escalation cases.
  
• Collaborate with Sales, Technical, and Legal teams to resolve customer issues efficiently.
  
• Analyze customer feedback and implement improvements to enhance the overall

  customer experience

  .
• Maintain detailed, accurate, and up-to-date documentation for all customer accounts and renewals.
  

Required Skills & Qualifications

• Minimum

  5 years

  of experience in Customer Success, Account Management, or related roles within the

  IT/SaaS industry

  .
• Proven track record in managing

  B2B customer relationships

  and driving renewals.
• Strong leadership and

  team management

  skills.
• Excellent

  communication, problem-solving, and negotiation

  abilities.
• Ability to understand and clearly articulate technical products and solutions to clients.
  
• Experience managing

  licensing, invoicing, and contract-related

  processes.

Preferred Attributes

• Prior experience in

  Cybersecurity

  or

  Cloud

  solutions.
• Proficiency in CRM tools and customer success platforms.
  
• Ability to work in a

  fast-paced, dynamic

  environment and manage multiple priorities.
• Customer-first mindset with a focus on delivering measurable business value.