Manager - Customer Success

- As a Customer Success Manager, you will serve as the primary point of contact for our clients, guiding them through the customer journey.

- Your role will focus on ensuring customer satisfaction, retention, and growth by fostering strong relationships, understanding client needs, and proactively addressing challenges.

- Collaborating with Sales, Product, and Support teams, you will deliver exceptional value to customers, driving long-term partnerships and business success.

Key Responsibilities:

Customer Relationship Management:

- Serve as the primary contact for assigned accounts, cultivating and maintaining strong client relationships.

- Conduct regular customer check-ins to gather feedback, understand needs, and ensure satisfaction.

- Address customer inquiries, resolve issues, and escalate complex problems to relevant teams as needed.

Product Education and Adoption:

- Drive product adoption and customer engagement by educating clients on updates, new features, and best practices.

- Analyze customer usage patterns to identify opportunities for increased engagement and address adoption barriers.

Cross-Functional Collaboration:

- Collaborate with the Product team to convey customer feedback and advocate for feature enhancements.

- Work with the Marketing team on initiatives promoting new features and customer success stories.

- Partner with the Support team to resolve customer issues efficiently and improve the overall experience.

Upselling and Expansion Opportunities:

- Identify opportunities for account growth and collaborate with the Sales team to present upsell and cross-sell solutions.

- Help customers understand the value of additional products or services that align with their goals.

Customer Success Metrics and Reporting:

- Monitor and report key metrics such as customer satisfaction (NPS), product usage, and churn rates.

- Prepare regular account health updates and success outcome reports for management.

- Leverage customer feedback and data to enhance the customer success program continuously.

Qualifications:

- Master's degree in Business Administration, Marketing, or a related field.

- 3-5 years of experience in customer success, account management, or a similar role in SaaS or tech industries.

- Exceptional communication, interpersonal, and problem-solving skills.

- Proven ability to manage multiple clients and effectively prioritize tasks.

- Proficiency with CRM software and customer success platforms (e.g., Salesforce, Gainsight).

- Proactive mindset with a passion for identifying issues and developing innovative solutions.

- Strong commitment to delivering outstanding customer experiences and driving business growth