The Customer Success Manager (CSM) serves as a strategic partner, ensuring customers maximize the value of our technology solutions while fostering long-term relationships built on trust and excellence. By proactively guiding customers through onboarding, optimization, and continuous improvement, the CSM enhances customer satisfaction, retention, and growth.
Customer Relationship Management
- Build and maintain strong, lasting relationships with customers to ensure their success and satisfaction.
- Act as the main point of contact for customer inquiries, issues, and requests.
- Develop a deep understanding of customers’ business needs and provide strategic guidance to align our solutions with their objectives.
Onboarding & Training
- Lead the onboarding process for new customers, ensuring a seamless transition and successful implementation of our products or services.
- Provide training, resources, and support to ensure customers are fully equipped to use our solutions effectively.
Customer Advocacy
- Advocate for customers within the company, ensuring their needs and concerns are addressed by internal teams (e.g., product, support, sales).
- Work with customers to identify and prioritize product or service enhancements based on feedback and usage.
Renewals & Upselling
- Drive retention efforts by monitoring customer health and proactively addressing potential issues before they lead to churn.
- Identify opportunities for upselling or cross-selling additional products and services, working with the sales team to close new business.
Customer Success Metrics & Reporting
- Track and analyze key performance indicators (KPIs) related to customer satisfaction, product usage, and retention.
- Provide regular reports and updates on customer health, usage trends, and success milestones to internal teams.
Problem Resolution
- Serve as the customer’s advocate when escalations arise, working to resolve issues in a timely and satisfactory manner.
- Collaborate with support and technical teams to ensure issues are resolved efficiently.
Education
- High School Diploma required; some college preferred
Experience
- 2+ years of experience in a customer-facing role, preferably in a customer success, account management, or project management position.
- Experience working in SaaS, tech, or telecom is highly preferred.
Skills
- Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
- Excellent problem-solving abilities and conflict-resolution skills.
- Ability to manage multiple customers and priorities in a fast-paced environment.
- Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success tools.
- Strong project management skills, with experience coordinating resources across teams.
- Results-driven, with a focus on achieving customer outcomes and success metrics.
Personal Attributes
- Empathetic, proactive, and solutions-oriented.
- Ability to listen actively, ask insightful questions, and anticipate customer needs.
- Strong organizational skills and attention to detail.
- Passionate about delivering exceptional customer service and creating positive customer experiences.
Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision benefits.
- 401(k) plan with company matching.
- Paid time off (PTO), holidays, and sick leave.
- Opportunities for career growth and professional development.
- Dynamic, collaborative work environment.
