Customer Success Manager

1. Customer Onboarding

Guide new customers through the onboarding process.

Ensure smooth adoption and setup of the product/service.

Educate customers on key features and best practices.

2. Relationship Management

Build and maintain strong, long-term relationships with customers.

Act as the main point of contact for customer queries and concerns.

Conduct regular check-ins and business reviews with clients.

3. Customer Retention & Satisfaction

Monitor customer health scores and proactively address issues.

Identify at-risk accounts and take steps to retain them.

Ensure high customer satisfaction and loyalty.

4. Upselling & Expansion

Identify opportunities for upselling or cross-selling based on customer needs.

Collaborate with the sales team to renew or expand contracts.

5. Product Advocacy & Feedback

Act as a bridge between customers and internal teams (Product, Sales, Support).

Share customer feedback and insights to influence product roadmap and improvements.

Advocate for customer needs within the organization.

6. Data & Reporting

Track key customer success metrics (churn rate, NPS, engagement).

Prepare and present customer success reports and updates to management.

Maintain accurate records of customer interactions in CRM systems.

7. Support Coordination

Collaborate with support and technical teams to resolve customer issues quickly.

Ensure timely follow-ups and communication on support cases.

8. Training & Enablement

Provide training sessions, webinars, or documentation to empower customers.

Help customers become self-sufficient in using the product.

Key Skills Required:

Strong communication and interpersonal skills

Problem-solving and analytical thinking

Customer-focused mindset

Ability to manage multiple accounts and priorities

Familiarity with CRM tools (e.g., Salesforce, HubSpot)

Educational Qualifications:

Bachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related field.

A Master’s degree (MBA or equivalent) is a plus, but not mandatory.