Customer Success Manager

Job Summary:

We are looking for a customer-driven and relationship-oriented Customer Success Manager (CSM) to champion client satisfaction, retention, and growth. In this role, you’ll act as a strategic partner and trusted advisor, helping clients achieve measurable results and extract maximum value from our products and services. You’ll play a key role in building long-term partnerships, understanding client goals, and ensuring a seamless experience that aligns with both client success and our business objectives.

Key Responsibilities:

• Act as the primary point of contact for assigned clients, building and nurturing long-term, trust-based relationships.
• Lead customer onboarding and implementation, ensuring a smooth and positive start to their journey.
• Understand each client’s business goals and success metrics, providing proactive guidance to help them achieve maximum value from our solutions.
• Monitor customer health, usage trends, and feedback to anticipate needs and enhance engagement.
• Address and resolve client concerns swiftly by coordinating with cross-functional teams (Product, Support, and Operations).
• Conduct regular business reviews and check-ins to assess satisfaction, share insights, and identify areas for improvement.
• Spot growth opportunities such as renewals, upsells, or cross-sells, and partner with the Sales team to execute them effectively.
• Champion the voice of the customer internally — advocating for client needs and sharing actionable feedback to improve products and services.
• Maintain accurate and up-to-date records of client interactions, feedback, and renewal activities in the CRM.
• Contribute to the refinement of customer success processes, tools, and best practices to enhance team efficiency and client experience.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• 3-4 years of experience in customer success, account management, or client services, preferably in a SaaS, tech, or B2B environment.
• Proven track record of managing and growing customer accounts.
• Experience with CRM tools (e.g., Salesforce, HubSpot, or similar platforms).

Required Skills:

• Strong interpersonal and communication skills, both written and verbal.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to manage multiple accounts and prioritize tasks effectively.
• High attention to detail and strong organizational skills.
• Customer-centric mindset with a proactive approach to service.
• Data-driven decision-making and familiarity with customer success metrics (e.g., churn rate, NPS).
• Technical aptitude to understand and explain complex solutions.
• Collaborative and team-oriented with the ability to work cross-functionally.