Customer Success Manager

Job Description:

We at ‘Master Software Solutions‘ are hiring skilled ‘Customer Success Manager’ to join the team.

Responsibilities:

• Serve as the primary point of contact for assigned clients, building strong and trusted relationships.
• Develop a deep understanding of client goals, workflows, and challenges to drive effective adoption and usage of the platform.
• Guide and train clients on product features, updates, and best practices to maximize value and user satisfaction.
• Monitor customer engagement to identify risks, opportunities for upselling, and potential areas for account expansion.
• Manage and resolve customer inquiries or issues promptly, coordinating with cross-functional teams such as Support, Product, and Engineering.
• Track and report on account health, customer satisfaction metrics, and renewal timelines.
• Maintain accurate and up-to-date client records within CRM tools (HubSpot, Excel, etc.).
• Conduct periodic check-ins, QBRs, and structured feedback sessions to ensure alignment and long-term success.
• Collaborate closely with onboarding and product teams to ensure seamless client transitions and strong product adoption.
• Document and monitor onboarding progress using internal tools, ensuring all milestones are met.
• Gather and act on client feedback post-onboarding, ensuring a smooth transfer of accounts to the Customer Success lifecycle.
• Continuously evaluate and enhance onboarding and customer success processes to improve efficiency and customer outcomes.

Benefits:

• Cell phone reimbursement
• Food provided
• Paid sick time
• Provident Fund