Position SummaryThe Customer Success Manager plays a vital role in supporting enterprise customers throughout their lifecycle. This role is ideal for individuals who are passionate about customer service, enjoy problem-solving, and thrive in collaborative environments. As a CSM you own the end-to-end success of a dedicated portfolio of enterprise accounts. You are a trusted advisor, proactively identifying growth opportunities and mitigating churn risks. This role requires a balance of technical aptitude, relationship management, and the ability to translate customer goals into actionable success plans.
Key ResponsibilitiesAccount Management- Manage a full book of business, serving as the lead and advisor for assigned customers.
- Develop and execute comprehensive Customer Success Plans that align product capabilities with the customer's business objectives.
- Proactively identify churn risks and develop "get well" plans
- Lead renewal conversations, identify expansion opportunities, and partner with Sales to finalize expansions
CustomerValue Realization- Educate customers on product features, updates, and best practices to maximize value and adoption.
- Track customer usage and engagement to identify risks, opportunities, and areas for improvement.
Customer Support- Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests.
- Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention.
- Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools.
Cross-Functional Collaboration- Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary.
- Identify gaps in customer lifecycle and suggest improvements to internal workflows.
- Act as the 'voice of the customer' to Product, providing structured feedback and data-backed feature requests.
- Promote customer awareness of new features, enhancements, and recommended workflows.
Qualifications- Bachelor's degree preferred, with 2-4 years of experience in Customer Success, Account Management, or a related SaaS role
- Strong communication and interpersonal skills with the ability to build positive customer relationships
- Proven ability to manage difficult conversations and build relationships with mid-level management at customer organizations
- Excellent problem-solving abilities and attention to detail
- Ability to prioritize tasks in a fast-paced, dynamic environment
- Enthusiastic, self-motivated, and eager to learn
Preferred- Familiarity with SaaS applications or enterprise customer environments
- Experience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight)
- Exposure to customer onboarding, support, or training activities
