TAC Security - Manager - Customer Success

Manager - Customer Success

Job Description:

We are seeking a proactive and customer-focused Customer Success Manager (CSM) to join our team.

As a CSM, you will be responsible for building strong relationships with our clients, ensuring they receive maximum value from our product/services, and driving retention and growth.

Youll act as the trusted advisor, advocate, and liaison between the customer and internal teams.

Key Responsibilities:

- Serve as the main point of contact for a portfolio of customers, ensuring their satisfaction and success with our offerings.

- Onboard new clients, providing product training and guidance to drive early adoption.

- Monitor customer health metrics and proactively address issues to ensure retention and renewals.

- Identify opportunities for upselling and cross-selling, collaborating with the Sales team where appropriate.

- Work cross-functionally with Product, Support, and Engineering teams to resolve client issues and improve the customer experience.

- Collect customer feedback and advocate for their needs internally.

- Prepare and lead regular check-ins, QBRs (Quarterly Business Reviews), and success planning sessions.

- Track customer milestones, usage patterns, and satisfaction levels to assess engagement and success.

- Maintain accurate records in CRM tools (e.g., Salesforce, HubSpot, Gainsight).

Qualifications:

- Bachelors/masters degree or equivalent experience in Business, Marketing, Communications, or related field.

- 7+ years of experience in a Customer Success, Account Management, or Client Services role (preferably in a SaaS).

- Strong communication, problem-solving, and relationship-building skills.

- Tech-savvy with experience using CRM and customer success tools.

- A proactive mindset with a focus on customer satisfaction and long-term value creation.

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