Description:

About the Role:

We are looking for a dynamic and customer-focused Customer Success Manager (CSM) to join our team.

The ideal candidate will be responsible for nurturing long-term client relationships, ensuring customer satisfaction, and driving product adoption and success.

As a CSM, you will act as the primary point of contact for our clients, helping them achieve their business objectives through effective use of our products and services.

You will collaborate closely with internal teamsincluding Sales, Product, and Supportto deliver an exceptional customer experience and maximize customer retention and growth.

Key Responsibilities:

Client Relationship Management:

- Build and maintain strong, long-lasting relationships with key customer stakeholders.

- Serve as a trusted advisor to clients, understanding their business goals and ensuring alignment with company offerings.

- Conduct regular business reviews and ensure customer satisfaction through proactive engagement.

Onboarding & Adoption:

- Lead customer onboarding by coordinating product setup, training, and implementation support.

- Drive product adoption and utilization through best practices, product insights, and tailored customer guidance.

- Identify and address any adoption barriers to ensure successful product usage.

Customer Retention & Growth:

- Monitor customer health metrics and proactively manage risks of churn.

- Identify opportunities for upselling and cross-selling in collaboration with the Sales team.

- Advocate for customer needs internally to influence product enhancements and service improvements.

Support & Issue Resolution:

- Act as the escalation point for customer issues, ensuring timely resolution and communication.

- Collaborate with Product and Technical Support teams to troubleshoot and resolve customer concerns.

Reporting & Insights:

- Track customer success metrics (renewals, NPS, adoption rates, usage patterns, etc.) and provide regular reports to management.

- Analyze customer feedback to recommend improvements to product features and support processes.

Cross-Functional Collaboration:

- Work closely with Sales, Product Management, Marketing, and Support teams to enhance customer experience.

- Provide customer insights to internal teams to help shape future product direction and service offerings.

Required Skills & Qualifications:

- Bachelors degree in Business Administration, Communications, or related field.

- 4-5+ years of experience in Customer Success, Account Management, or Client Services, preferably in a SaaS or technology-driven organization.

- Proven ability to manage a portfolio of enterprise customers, ensuring satisfaction and retention.

- Strong understanding of customer success principles, lifecycle management, and engagement strategies.

- Excellent communication, presentation, and interpersonal skills.

- Demonstrated ability to analyze customer data and translate insights into actionable plans.

- Familiarity with CRM and Customer Success tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk, Intercom).

- Strong problem-solving and conflict resolution abilities.

- Ability to work independently, manage multiple clients, and thrive in a fast-paced environment