Ergode - Customer Success Manager

Job Summary:

- We are looking for a proactive and customer-focused Customer Success Manager (CSM) to build strong relationships with our clients and ensure they derive maximum value from our products/services.

- The ideal candidate will act as a trusted advisor, drive product adoption, and work cross-functionally to resolve issues and improve customer satisfaction, retention, and growth.

Key Responsibilities:

- Customer Relationship Management

- Serve as the primary point of contact for a portfolio of assigned clients.

- Build and nurture long-term relationships with key stakeholders.

- Ensure customers understand product features and how to derive maximum value.

- Onboarding & Training

- Lead onboarding sessions and ensure smooth implementation.

- Train users on product functionality and provide tailored guidance.

- Develop user guides, training materials, and best practice documentation.

- Customer Success & Retention

- Monitor product usage and proactively address low engagement.

- Identify and address customer challenges to ensure retention and satisfaction.

- Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions.

- Cross-functional Collaboration

- Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences.

- Advocate customer needs internally, contributing to product and process improvements.

- Handle escalations and ensure timely resolution of issues.

- Renewals & Expansion

- Support contract renewals and identify opportunities for upselling or cross-selling.

- Contribute to customer success metrics including Net Promoter Score (NPS), retention, and expansion rates.

Required Skills & Qualifications:

- Degree in Business, Marketing, or a related field.

- 3-7 years of experience in Customer Success, Account Management, or Client Services (preferably in SaaS or B2B industries).

- Strong understanding of customer lifecycle and success metrics.

- Excellent communication, interpersonal, and presentation skills.

- Problem-solving mindset with attention to detail