
Manager - Customer Success
3 weeks ago
Manager - Customer Success
Job Description:
We are seeking a proactive and customer-focused Customer Success Manager (CSM) to join our team.
As a CSM, you will be responsible for building strong relationships with our clients, ensuring they receive maximum value from our product/services, and driving retention and growth.
Youll act as the trusted advisor, advocate, and liaison between the customer and internal Responsibilities:
- Serve as the main point of contact for a portfolio of customers, ensuring their satisfaction and success with our offerings.
- Onboard new clients, providing product training and guidance to drive early adoption.
- Monitor customer health metrics and proactively address issues to ensure retention and renewals.
- Identify opportunities for upselling and cross-selling, collaborating with the Sales team where appropriate.
- Work cross-functionally with Product, Support, and Engineering teams to resolve client issues and improve the customer experience.
- Collect customer feedback and advocate for their needs internally.
- Prepare and lead regular check-ins, QBRs (Quarterly Business Reviews), and success planning sessions.
- Track customer milestones, usage patterns, and satisfaction levels to assess engagement and success.
- Maintain accurate records in CRM tools (e.g., Salesforce, HubSpot, Bachelors/masters degree or equivalent experience in Business, Marketing, Communications, or related field.
- 7+ years of experience in a Customer Success, Account Management, or Client Services role (preferably in a SaaS).
- Strong communication, problem-solving, and relationship-building skills.
- Tech-savvy with experience using CRM and customer success tools.
- A proactive mindset with a focus on customer satisfaction and long-term value creation.
- Ability to work independently, manage multiple accounts, and thrive in a fast-paced environment.
(ref:iimjobs.com)-
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