Customer Success Manager

Overview:

The Customer Success Manager owns the post-sales customer relationship and ensures customers realize measurable value from the company’s products and services. The CSM drives adoption, retention, customer satisfaction, and long-term growth by proactively managing the customer lifecycle, mitigating risks, and coordinating cross-functional teams to deliver service excellence aligned with SLAs and business objectives.

Key Responsibilities:

•Serve as the primary post-sales relationship owner.

•Develop trusted advisor relationships with key stakeholders.

•Conduct regular check-ins, service reviews, and Quarterly Business Reviews (QBRs).

•Understand customer business objectives and align solutions accordingly.

•Identify risks and develop corrective action plans.

•Monitor customer health indicators and usage metrics.

•Proactively identify churn risks.

•Manage escalations with support and engineering teams.

•Ensure SLA compliance and service performance transparency.

•Coordinate with Call Center, Operations/NOC, Sales, and other internal teams.

•Advocate internally for customer needs.

•Support renewal processes.

•Track KPIs and customer health scores.

Qualifications:

Education:

•Bachelor’s Degree in Business Administration, Marketing, Information Technology, Engineering, or a related field.

•Relevant professional certifications in Customer Success, Account Management, IT Service Management (e.g., ITIL), or Project Management (e.g., PMP) are an advantage

Experience:

•6-10 years of experience in Customer Success, Account Management, Service Delivery, or a related customer-facing role preferable in technology, telecommunications, or digital services companies.

•Experience in managing enterprise or strategic accounts within complex, multi-stakeholder environments

Skills & Competencies:

•Proficiency in customer success platforms, CRM systems (e.g., Salesforce), and data analytics/reporting tools.

•Strong understanding of SLA management, service delivery frameworks, and customer lifecycle management.

•Ability to analyze customer usage data and translate insights into actionable plans.

•Excellent communication, presentation, and stakeholder management skills.