Customer Success Manager

Overview

Purpose: We are seeking a skilled Customer Success Manager (CSM) who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing existing and new programs that will increase our business' revenue potentials and minimize churn rates.

Responsibilities

• Manage customer onboarding and product training
• Educate customers on the use and benefits of our products and services
• Keep clients engaged and regularly using products (increasing adoption)
• Build customer loyalty and reduce churn (increasing retention)
• Developing a positive customer experience and fostering healthy working relationships.
• Assist customers with setting up and navigating our platform
• Promote the value of the products
• Maintain customer satisfaction and have them as promoters and advocates (increasing NPS rate)
• Solve customers' issues and problems proactively
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Record and report customer feedback to upper management

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting