Customer Success Manager

B2Metric is an AI/ML-powered predictive analytics platform that helps businesses optimize customer journeys, reduce churn, and personalize user experiences at scale. We empower marketing and growth teams to turn data into actionable insights through automation, segmentation, and behavioral analytics.

Our clients include leading brands across E-Commerce, Finance, Telecommunications, Retail, and Automotive sectors.

At B2Metric, we believe customer success is not just about support — it’s about partnership, insight, and continuous growth. As a Customer Success Manager , you will play a key role in ensuring our clients gain maximum value from our platform while driving retention, expansion, and satisfaction.

Responsibilities

• Lead the customer onboarding process, ensuring a smooth and effective adoption of the B2Metric platform.
• Develop and manage customer success plans and key performance indicators (KPIs) to track engagement, adoption, and value realization.
• Act as the primary contact for assigned accounts — building strong relationships with key stakeholders and decision-makers.
• Monitor account health and identify churn risks early; create proactive strategies to mitigate them.
• Analyze customer data and platform usage to provide actionable insights, drive product adoption, and identify upsell/cross-sell opportunities.
• Partner with product, data science, and marketing teams to represent the voice of the customer and provide feedback for continuous improvement.
• Create and deliver regular business reviews, usage reports, and success metrics to demonstrate ROI.
• Collaborate with sales on renewals, expansion opportunities, and case studies.

Requirements

• 4-5 years of experience in Customer Success, Account Management, or a related role within a SaaS, analytics, or data-driven environment.
• Proven success managing enterprise or mid-market accounts, improving customer retention, and increasing product adoption.
• Strong analytical mindset — comfortable working with data dashboards, segmentation tools, and performance metrics.
• Experience with AI, ML, or data analytics platforms is a plus.
• Excellent communication and relationship management skills — able to engage both technical and non-technical audiences.
• Fluent in English
• Proactive, problem-solving attitude with a passion for delivering measurable customer outcomes.