Customer Success Manager (225-1014)

The Customer Success Manager (CSM) plays a crucial role in fostering strong relationships between a company and its clients. As the primary point of contact post-sale, the CSM is responsible for ensuring that customers achieve the maximum value from the products or services they have purchased. This role requires excellent communication skills, a keen understanding of customer needs, and the ability to proactively address potential problems. An effective CSM builds trust with clients, leading to increased satisfaction, loyalty, and a higher likelihood of upsell and cross-sell opportunities. The ideal candidate will possess excellent problem-solving abilities, a strong customer-oriented attitude, and a commitment to continuously improving the customer experience.

Responsibilities

• Develop and maintain strong, long-lasting customer relationships to ensure satisfaction and loyalty.
• Serve as the lead point of contact for all customer account management matters.
• Ensure clients receive maximum value from the products or services they purchase.
• Conduct regular check-ins with clients to gauge satisfaction and address issues.
• Identify and capitalize on upsell and cross-sell opportunities for existing clients.
• Collaborate with internal teams to address customer concerns and provide solutions.
• Educate clients on new product features and enhancements to drive usage.
• Collect and analyze customer feedback to inform product development and improvements.
• Manage customer contract renewals to secure continued business relationships.
• Develop and implement customer success strategies to enhance the client experience.
• Track and report on customer success metrics and trends for organizational insight.
• Prepare and deliver reports on account health and customer lifecycle status.

Requirements

• Bachelor’s degree in Business, Communication, or a related field required.
• Proven work experience in a similar customer success or account management role.
• Strong communication, negotiation, and interpersonal skills for client engagement.
• Ability to manage multiple accounts with a high level of organization and attention to detail.
• Proficiency in customer relationship management (CRM) software and tools.
• Demonstrated ability to communicate effectively at various organizational levels.
• A problem-solving mindset with the ability to alleviate client concerns efficiently.