About the Role

We are seeking a Customer Success Manager (CSM) to join our team and help our customers maximize the value of our products and services. As a CSM, you will be responsible for building strong relationships with clients, ensuring smooth onboarding, driving product adoption, and proactively addressing customer needs. Your goal is to improve customer retention, satisfaction, and overall success.

Key Responsibilities

Customer Relationship Management: Develop and maintain strong relationships with customers to ensure long-term satisfaction and success.

Onboarding & Adoption: Guide new customers through the onboarding process and help them effectively use our product.

Proactive Support: Monitor customer health scores and take proactive steps to prevent churn.

Account Growth: Identify upsell and cross-sell opportunities by understanding customer needs and aligning them with our offerings.

Customer Advocacy: Serve as the voice of the customer internally, providing feedback to product, sales, and marketing teams.

Renewals & Retention: Manage customer renewals and ensure high retention rates by demonstrating the value of our solution.

Training & Enablement: Conduct training sessions, webinars, and workshops to educate customers on best practices.

Job Responsibilities:

• Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity.

• Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps.

• Engage cross-functional resources both internally and with customer organizations to solve problems.

• Monitor quality of work and identify opportunities for continual improvement.

• Understand and explain features and benefits of the product line as it relates to customer needs.

• Meet or exceed customer expectations by anticipating and resolving their issues.

• Assist in knowledge transfer of administrative tasks between customer administrators and internal teams.

• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.

• Facilitate & prepare customers for quarterly and/or bi-annual business reviews.

• Identify revenue opportunities by proactively contacting clients on a regular basis and developing strong relationship.

Please refer to job description.