Customer Success Manager

Job Overview

We are seeking a technically strong and customer-focused Customer Success Manager to ensure successful onboarding, adoption, and long-term value realization of technology solutions. This role bridges customers, product, engineering, and support teams to drive customer satisfaction, retention, and growth.

Key Responsibilities

• Own and manage the end-to-end customer lifecycle from onboarding to renewal.
• Act as the primary technical point of contact for assigned customers.
• Drive product adoption and ensure customers achieve desired business outcomes.
• Conduct technical onboarding, training sessions, and product walkthroughs.
• Understand customer use cases and provide best-practice guidance.
• Identify risks, manage escalations, and drive issue resolution with internal teams.
• Collaborate with product and engineering teams to relay customer feedback.
• Track customer health metrics and prepare regular success reports.
• Support upsell and cross-sell opportunities in partnership with sales teams.
• Ensure high levels of customer satisfaction, retention, and advocacy.

Required Skills & Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a related field.
• 3+ years of experience in Customer Success, Technical Account Management, or similar roles.
• Strong technical understanding of SaaS platforms, APIs, and integrations.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Ability to translate technical concepts into clear business value.
• Strong communication, presentation, and stakeholder management skills.
• Proven experience managing enterprise or mid-market customers.

Tools & Technologies (Preferred)

• CRM & CS Tools: Salesforce, Gainsight, Zendesk
• Cloud Platforms: AWS, Azure, Google Cloud
• APIs & Integrations: REST, Webhooks
• Analytics & Reporting: Excel, Power BI, Looker
• Collaboration Tools: Slack, Microsoft Teams

Certifications (Nice to Have)

• Customer Success certifications (Gainsight, Success HACKER)
• Cloud certifications (AWS / Azure Fundamentals or Associate)
• ITIL or Service Management certifications

What We Offer

• Competitive compensation and performance based incentives
• Opportunity to work closely with technical and product teams
• Career growth in customer success and account leadership
• Collaborative and customer-first work culture