Position: Client Success Manager (CSM)
Location: LA (Onsite)
Job Description: A Client Success Manager (CSM) is responsible for building strong client relationships, ensuring successful product/service adoption, reducing churn, and identifying opportunities for account growth.
Key Job Roles & Responsibilities
- Manage relationships with assigned US clients and serve as their primary point of contact.
- Understand client goals, challenges, expectations, and business needs.
- Lead client onboarding, implementation, and regular business reviews.
- Monitor customer satisfaction, engagement, retention, and churn risks.
- Drive product/service adoption through demos, training, and guidance.
- Handle client queries, complaints, and escalations through resolution.
- Identify upselling, cross-selling, renewal, and account expansion opportunities.
- Communicate professionally with clients via email, phone, Zoom, and Teams.
- Track KPIs such as CSAT, NPS, retention, adoption, and revenue growth.
- Maintain accurate client data and updates in CRM/customer-success platforms.
- Collaborate with Sales, Product, Support, Marketing, Finance, and Operations teams.
- Support US clients across different time zones while maintaining professional responsiveness.
Common Skills Required
- Excellent English communication and interpersonal skills
- Client relationship management
- Problem-solving and conflict resolution
- Presentation and negotiation skills
- CRM experience such as Salesforce, HubSpot, or Zoho
- Customer-success tools such as Gainsight or similar platforms
- Data analysis and reporting
- Time management and organization
- Upselling/cross-selling awareness
- Ability to work with US clients and teams
- Strong business and customer-service mindset
