Customer Success Manager

Requirements

International Customer Success Manager

Key Responsibilities

• Customer Relationship Management: Build and maintain strong, long-term relationships with international clients, serving as a trusted advisor and primary point of contact for all post-sales engagement.
• Customer Retention & Advocacy: Proactively manage customer accounts to minimize churn and drive retention through exceptional service, value delivery, and consistent engagement.
• Customer Onboarding: Lead onboarding sessions for new customers, ensuring a seamless transition from sales to implementation, and helping them achieve early success milestones.
• Customer Experience Management: Monitor customer satisfaction through regular check-ins, surveys, and performance reviews, ensuring every client interaction enhances the overall customer experience.
• Customer Data Analysis: Leverage customer data and insights to identify patterns, pain points, and opportunities for improvement, sharing feedback with internal teams to enhance product and service quality.
• Customer Success Planning: Develop success plans tailored to each client's business objectives, outlining measurable outcomes and timelines to ensure alignment with company goals.
• Issue Resolution: Manage escalations efficiently, coordinating with cross-functional teams such as product, engineering, and support to ensure timely and effective resolution of customer issues.
• Customer Advocacy: Identify and nurture advocates among your customer base who can share their success stories through testimonials, case studies, and reference programs.
• Customer Engagement & Renewal: Conduct quarterly business reviews (QBRs) and renewal discussions, ensuring that clients continue to see ongoing value from the product or service.
• Collaboration: Partner closely with sales, marketing, and product teams to ensure consistent messaging, feedback integration, and customer-driven improvements.
• Reporting & Metrics: Track and report key customer success metrics, including customer satisfaction (CSAT), Net Promoter Score (NPS), churn rate, and product usage trends.
  

Required Skills And Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field.
• 3+ years of experience in Customer Success, Account Management, or Client Relationship Management—preferably in an international or SaaS environment.
• Proven track record in customer retention, satisfaction, and advocacy.
• Strong understanding of Customer Relationship Management (CRM) tools and customer success platforms.
• Excellent communication, negotiation, and interpersonal skills with the ability to build trust and rapport across diverse cultures and geographies.
• Strong analytical mindset with the ability to interpret customer data and derive actionable insights.
• Self-motivated, organized, and capable of managing multiple accounts simultaneously.
• Ability to collaborate effectively across teams and function independently in a dynamic environment.
  

Preferred Qualifications

• Experience with CRM platforms like Salesforce, HubSpot, or Gainsight.
• Exposure to global customer bases across different time zones and industries.
• Certification in Customer Success Management or similar discipline (e.g., CCSM)