Manager - Customer Success - IT

- Develop a deep understanding of our SAAS products and how they can solve our customers' business challenges

- Build strong relationships with our customers, serving as their primary point of contact

- Conduct onboarding and training sessions to ensure customers are successfully onboarded and educated on our products

- Collaborate with the sales team to identify upsell and cross-sell opportunities and help drive customer expansion

- Conduct regular check-ins with customers to ensure they are achieving their desired outcomes and to address any issues or concerns they may have

- Work closely with the customer support team to ensure timely resolution of any technical issues or product-related questions

- Actively monitor customer health and engagement to identify and mitigate any risks of churn

- Provide feedback to the product team on customer needs and feature requests to drive product development

- Maintain accurate and up-to-date customer information in our CRM system

- Participate in customer-focused projects and initiatives as needed