Client Success Manager - SaaS

Description:

About the Role:

We are looking for a proactive and relationship-driven Client Success Manager to serve as a strategic partner for our clients, ensuring their ongoing satisfaction, retention, and growth.

You will act as the main point of contact post-sale, guiding clients through onboarding, helping them achieve their goals, and driving continuous value from our products and services.

The ideal candidate is a strong communicator and problem-solver with a passion for delivering excellent customer experiences and building long-term relationships.

Key Responsibilities:

- Serve as the primary point of contact for a portfolio of clients, owning the post-sale relationship lifecycle.

- Understand client goals and business objectives to align product/service value and drive adoption.

- Lead onboarding and training sessions to ensure clients are set up for success.

- Monitor client health, usage, and engagement metrics; proactively address risks and resolve issues.

- Collaborate with internal teams (Sales, Product, Support, Engineering) to ensure client needs are being met.

- Identify opportunities for account growth, upselling, and cross-selling in partnership with the sales team.

- Conduct regular business reviews with clients to demonstrate value, gather feedback, and strengthen partnerships.

- Manage client renewals and drive customer retention metrics (NPS, CSAT, churn reduction).

- Advocate for clients internally by communicating their needs, feature requests, and pain points to product and leadership teams.

- Maintain accurate documentation of all interactions, issues, and updates in CRM and support tools.

Required Skills & Experience:

- Bachelors/master's degree in Business, Marketing, Communications, or related field.

- 2+ years of experience in Customer Success, Account Management, Client Services, or related roles (preferably in a SaaS or tech-driven environment).

- Proven ability to manage multiple clients/accounts and deliver excellent customer service.

- Strong relationship-building and communication skills (both verbal and written).

- Data-driven mindset with experience analyzing client usage data and creating actionable insights.

- Proficiency in CRM and CSM tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk).

- Exceptional organizational skills with attention to detail and a proactive approach to problem-solving.

- Ability to manage expectations, handle escalations professionally, and influence stakeholders at all levels