Customer Success Manager

Overview

Customer Success Manager (CSM) plays a crucial role in ensuring client satisfaction and retention by guiding them through their journey with our services, from onboarding to long-term usage. They build relationships, address concerns, and identify opportunities for growth and expansion.

Responsibilities

• Customer Onboarding and Training: guiding new customers through the initial stages of adoption and ensuring they understand how to use the product or service effectively.
• Relationship Management: building and maintaining strong, trusting relationships with key client stakeholders.
• Proactive Issue Resolution: identifying potential problems early and working to solve them before they impact customer satisfaction.
• Performance Monitoring: tracking and analyzing customer usage, identifying trends, and flagging areas for improvement.
• Customer Success Planning: helping clients develop and achieve their goals using the product or service.
• Up-selling and Cross-selling: identifying opportunities to expand client relationships and increase revenue.
• Internal Collaboration: working with sales, product, and other internal teams to ensure client success.
• Feedback Collection: gathering customer feedback and providing it to internal teams to improve the product or service.

Requirements

• Technical Expertise: possess a deep understanding of cybersecurity frameworks, products, and services.
• Solution Design: develop and present tailored security solutions that meet client needs, often including designs, proposals, and technical documentation.
• Customer Engagement: build relationships with clients, understand their challenges, and offer expert advice.
• Sales Support: work closely with the sales team to qualify opportunities, prepare proposals, and assist in closing deals.
• Product Demonstrations: conduct product demos and proof-of-concept sessions to showcase solutions.
• Requirements Gathering: collect and analyze customer requirements, conducting workshops and presentations to understand their needs.
• Commercial Documents: assist in creating and updating commercial documents like RFPs and RFIs.
• Staying Current: keep up with industry trends, competitor offerings, and emerging technologies.
• Collaboration: work with internal teams, partners, and vendors to ensure successful solution delivery.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting