Customer Success Manager

Job Summary:We are looking for a customer-driven and relationship-oriented Customer Success Manager (CSM) to champion client satisfaction, retention, and growth. In this role, you’ll act as a strategic partner and trusted advisor, helping clients achieve measurable results and extract maximum value from our products and services. You’ll play a key role in building long-term partnerships, understanding client goals, and ensuring a seamless experience that aligns with both client success and our business objectives.Key Responsibilities:Act as the primary point of contact for assigned clients, building and nurturing long-term, trust-based relationships.Lead customer onboarding and implementation, ensuring a smooth and positive start to their journey.Understand each client’s business goals and success metrics, providing proactive guidance to help them achieve maximum value from our solutions.Monitor customer health, usage trends, and feedback to anticipate needs and enhance engagement.Address and resolve client concerns swiftly by coordinating with cross-functional teams (Product, Support, and Operations).Conduct regular business reviews and check-ins to assess satisfaction, share insights, and identify areas for improvement.Spot growth opportunities such as renewals, upsells, or cross-sells, and partner with the Sales team to execute them effectively.Champion the voice of the customer internally — advocating for client needs and sharing actionable feedback to improve products and services.Maintain accurate and up-to-date records of client interactions, feedback, and renewal activities in the CRM.Contribute to the refinement of customer success processes, tools, and best practices to enhance team efficiency and client experience.Qualifications:Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.3-4 years of experience in customer success, account management, or client services, preferably in a SaaS, tech, or B2B environment.Proven track record of managing and growing customer accounts.Experience with CRM tools (e.g., Salesforce, HubSpot, or similar platforms).Required Skills:Strong interpersonal and communication skills, both written and verbal.Excellent problem-solving and conflict-resolution abilities.Ability to manage multiple accounts and prioritize tasks effectively.High attention to detail and strong organizational skills.Customer-centric mindset with a proactive approach to service.Data-driven decision-making and familiarity with customer success metrics (e.g., churn rate, NPS).Technical aptitude to understand and explain complex solutions.Collaborative and team-oriented with the ability to work cross-functionally.