Customer Success Manager 27N25

As a Customer Success Manager, you will be a crucial part of our organization, ensuring that our clients derive maximum value from our products and services. You will be the primary point of contact for our clients, responsible for maintaining strong relationships and ensuring their success with our products. You will be the advocate for the customer within the company and foster a customer-centric mindset across all team members. This role requires you to be proactive, engage with clients regularly, and provide them with guidance and insights to help them achieve their goals. Your success is dependent on customer retention, satisfaction, and expansion of client accounts, thereby contributing to our company’s growth objectives.

Responsibilities

• Build and maintain strong relationships with key stakeholders in client organizations.
• Act as the main point of contact for customer inquiries and issue resolutions.
• Develop a deep understanding of clients' business needs and objectives.
• Proactively engage with clients to anticipate needs and demands.
• Drive customer engagement and product adoption through personalized strategies.
• Coordinate with sales and product teams to deliver a seamless customer experience.
• Create and conduct regular health checks to track customer satisfaction.
• Generate reports on customer metrics to identify opportunity areas for growth.
• Facilitate customer feedback sessions to continually improve products/services.
• Identify potential upsell opportunities to increase customer lifetime value.
• Collaborate with marketing to develop customer success stories and case studies.
• Manage customer success projects and ensure they are delivered on time.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field preferred.
• Minimum of 3 years experience in a customer success or similar role.
• Strong communication and interpersonal skills for client interaction.
• Ability to analyze customer data to drive decision-making and improvements.
• Proven track record of meeting or exceeding success metrics and KPIs.
• Experience with CRM software and customer support platforms is advantageous.
• Problem-solving skills and the ability to handle challenging situations.