Customer Success Manager

Job Summary:

Customer Success Manager (CSM)

Key Responsibilities:

• Customer Onboarding:

  Lead new customer onboarding processes, ensuring smooth handoffs from sales and setting clear expectations.

• Relationship Management:

  Build and maintain strong, long-lasting customer relationships as a trusted advisor and advocate.

• Product Adoption & Engagement:

  Drive usage and adoption of our products/services by providing training, resources, and regular check-ins.

• Customer Retention:

  Monitor customer health metrics and proactively address risks of churn by identifying pain points and implementing solutions.

• Upsell & Expansion:

  Identify growth opportunities within existing accounts and collaborate with the sales team to drive upsell or cross-sell.

• Feedback Loop:

  Gather customer feedback and relay it to internal teams (Product, Engineering, Marketing) for continuous improvement.

• Issue Resolution:

  Partner with support and technical teams to resolve customer issues quickly and efficiently.

• Reporting & Insights:

  Maintain detailed records in CRM and provide regular reports on customer health, satisfaction, and account status.

Preferred Skills:

• Experience working with SaaS or technology products
  
• Familiarity with onboarding and customer engagement platforms (e.g., Intercom, ChurnZero, Totango)
  
• Technical aptitude or understanding of APIs, integrations, or basic software concepts
  
• Project management skills or certifications (e.g., PMP, CSM)