Manager - Customer Success - IT

Customer Success Manager (US/UK Market Focused)

Are you passionate about building meaningful client relationships and ensuring customer satisfaction throughout their journey? Were looking for a Customer Success Manager who can champion client success, collaborate across teams, and drive value at every stage of the customer lifecycle.

What Youll Do:

1. Onboarding & Success Planning

- Ensure smooth onboarding and integration of customers with our product/services

- Develop and execute tailored success plans for key accounts

- Implement regular 30-60-90 day check-ins to track customer satisfaction and engagement

2. Customer Feedback & Advocacy

- Collect and analyze customer feedback to identify improvements and opportunities

- Encourage advocacy by driving testimonials and referrals

- Translate insights into actionable items with measurable follow-ups

3. Opportunity & Collaboration

- Spot upsell/cross-sell opportunities and work with internal teams to deliver solutions

- Partner closely with Sales, Product, Support & Marketing to meet customer needs

- Maintain a risk register and proactively mitigate potential issues

4. Reporting & Analysis

- Prepare detailed health check reports and product usage insights

- Maintain accurate customer data for transparency and ease of access

- Provide regular internal updates on engagement, satisfaction, and adoption metrics

5. Renewals & Escalation Management

- Own the renewal pipeline and ensure timely contract extensions

- Handle escalations with a customer-first approach

- Serve as the product expert, helping clients unlock maximum value

What Were Looking For:

- Bachelors degree in IT, Business, or a related field

- 4-7 years of experience in Customer Success or similar roles, preferably with US/UK clients

- Experience working with SaaS-based products

- Strong communication, analytical, and relationship-building skills

- Team player who thrives in cross-functional environments