Customer Success Manager

Job Title: Customer Success Manager

Job Summary

We are seeking a Customer Success Manager to build strong customer relationships, drive product adoption, and ensure customers achieve their desired business outcomes. The ideal candidate will serve as a trusted advisor, proactively engaging with customers throughout their lifecycle to maximize value, improve retention, and identify opportunities for growth.

Key Responsibilities

• Manage a portfolio of customer accounts and serve as the primary point of contact.

• Build trusted relationships with key stakeholders and executive sponsors.

• Drive customer onboarding, implementation, adoption, and ongoing engagement.

• Understand customer business objectives and develop success plans to achieve desired outcomes.

• Conduct regular business reviews and health checks with customers.

• Monitor customer usage, engagement, and satisfaction metrics to identify risks and opportunities.

• Proactively address customer concerns and coordinate with internal teams to resolve issues.

• Collaborate with Sales, Product, Support, Marketing, and Engineering teams to enhance the customer experience.

• Identify opportunities for account expansion, cross-selling, and upselling in partnership with the Sales team.

• Gather customer feedback and communicate product enhancement requests to Product Management.

• Track customer success metrics, renewal forecasts, and retention performance.

• Maintain accurate customer records and activities in CRM systems.

• Advocate for customers while balancing business objectives.

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.

• 3+ years of experience in Customer Success, Account Management, Client Services, Customer Relationship Management, or a similar customer-facing role.

• Experience managing B2B customer relationships.

• Strong understanding of customer lifecycle management and retention strategies.

• Excellent communication, presentation, negotiation, and interpersonal skills.

• Proven ability to manage multiple customer accounts simultaneously.

• Strong analytical and problem-solving abilities.

• Experience working with CRM platforms and customer success tools.

Preferred Qualifications

• Experience in SaaS, cloud, or technology companies.

• Knowledge of customer success methodologies and customer journey mapping.

• Familiarity with subscription-based business models.

• Experience working with enterprise customers.

• Certifications in Customer Success, CRM platforms, or project management are a plus.

Technical Skills

• Customer Relationship Management (CRM)

• Customer Success Platforms (e.g., Gainsight, Totango, ChurnZero)

• Salesforce or HubSpot CRM

• Microsoft Office Suite and Google Workspace

• Data analysis and reporting

• Business intelligence tools (Power BI, Tableau) – preferred

• Project management tools (Jira, Asana, Monday.com, Trello)

• Video conferencing and collaboration platforms

Business Skills

• Customer onboarding and adoption

• Customer retention and renewal management

• Account growth and expansion

• Stakeholder management

• Customer health monitoring

• Business reviews (QBRs/EBRs)

• Customer advocacy

• Risk identification and mitigation

• Cross-functional collaboration

• Revenue retention strategies

Soft Skills

• Customer-centric mindset

• Relationship building

• Active listening

• Problem-solving

• Empathy and emotional intelligence

• Negotiation and conflict resolution

• Time management and organization

• Collaboration and teamwork

• Adaptability

• Results-oriented approach

Key Performance Indicators (KPIs)

• Customer retention rate

• Net Revenue Retention (NRR)

• Gross Revenue Retention (GRR)

• Customer Satisfaction (CSAT)

• Net Promoter Score (NPS)

• Product adoption and feature utilization

• Renewal rate

• Upsell and cross-sell revenue

• Customer health score

• Time to value (TTV)

Success Metrics

• High customer satisfaction and loyalty.

• Strong customer retention and renewal performance.

• Increased product adoption and engagement.

• Growth in customer lifetime value.

• Successful execution of onboarding and customer success plans.

• Positive collaboration with internal teams to improve customer outcomes.