Customer Success Manager

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.