Job Description:

We are seeking an experienced Customer Success Manager to lead customer experience, onboarding, retention, and expansion initiatives.

The role focuses on driving customer satisfaction, reducing churn, improving engagement, and building scalable customer success programs.

The ideal candidate will work closely with leadership and cross-functional teams to design and execute customer-centric strategies, tools, and processes that enhance the overall customer journey.

Key Responsibilities:

Customer Success & Experience:

- Manage end-to-end customer experience lifecycle including onboarding, engagement, retention, and renewal.

- Ensure a seamless and positive customer journey across all touchpoints (sales, onboarding, product usage, and support).

- Improve CSAT, NPS, CES, and overall customer satisfaction metrics.

- Act as a primary point of contact for key customers and build long-term relationships.

Customer Onboarding & Account Management:

- Lead or build a customer onboarding function from scratch where required.

- Drive successful onboarding programs ensuring quick time-to-value for customers.

- Manage customer accounts, ensuring adoption, engagement, and value realization.

- Collaborate with product and support teams to resolve customer issues effectively.

Revenue Growth & Retention:

- Drive upselling, cross-selling, renewals, and account expansion initiatives.

- Develop strategies for churn prevention and customer retention.

- Execute renewal plans and achieve revenue retention targets.

Customer Success Programs & Strategy:

- Independently design and implement customer success programs and frameworks.

- Develop playbooks for onboarding, engagement, business reviews, and success planning.

- Build and manage customer health dashboards to track engagement and risk.

- Create and optimize save plays, renewal strategies, and escalation processes.

Process Improvement & Automation:

- Identify and implement process improvement initiatives to enhance customer operations.

- Drive automation and digital transformation in customer success workflows.

- Support tool selection, procurement, and implementation of customer success platforms.

- Lead or manage customer success platform implementation projects with technical teams.

Cross-functional Collaboration & Leadership:

- Work closely with Product, Sales, Marketing, and Engineering teams.

- Collaborate with senior leadership (including VP of Customer Success) on strategic initiatives.

- Build and scale customer success operations and programs.

Key Metrics & Focus Areas:

- Customer Satisfaction (CSAT)

- Net Promoter Score (NPS)

- Customer Effort Score (CES)

- Renewal rate and churn reduction

- Revenue expansion (upsell/cross-sell)

- Customer engagement and adoption metrics

Skills & Competencies:

- Strong experience in Customer Success, Account Management, or Customer Experience roles

- Excellent communication and interpersonal skills

- Strong understanding of customer lifecycle management

- Experience in churn management and retention strategies

- Knowledge of customer onboarding and success frameworks

- Ability to design and execute customer engagement programs

- Strong analytical skills for customer health tracking and reporting

- Experience with CS tools/platforms and CRM systems

- Ability to work independently and lead strategic initiatives