Customer Success Manager

Customer Success Manager (CSM)

Key Responsibilities:

• Serve as the main point of contact for a portfolio of customers, ensuring their satisfaction and success with our offerings.
• Onboard new clients, providing product training and guidance to drive early adoption.
• Monitor customer health metrics and proactively address issues to ensure retention and renewals.
• Identify opportunities for upselling and cross-selling, collaborating with the Sales team where appropriate.
• Work cross-functionally with Product, Support, and Engineering teams to resolve client issues and improve the customer experience.
• Collect customer feedback and advocate for their needs internally.
• Prepare and lead regular check-ins, QBRs (Quarterly Business Reviews), and success planning sessions.
• Track customer milestones, usage patterns, and satisfaction levels to assess engagement and success.
• Maintain accurate records in CRM tools (e.g., Salesforce, HubSpot, Gainsight).

Qualifications:

• Bachelor’s degree or equivalent experience in Business, Marketing, Communications, or related field.
• 7+ years of experience in a Customer Success, Account Management, or Client Services role (preferably in a SaaS).
• Strong communication, problem-solving, and relationship-building skills.
• Tech-savvy with experience using CRM and customer success tools.
• A proactive mindset with a focus on customer satisfaction and long-term value creation.
• Ability to work independently, manage multiple accounts, and thrive in a fast-paced environment.