Position Overview:
We are looking for a proactive and customer-focused Customer Success Manager to join our team. In this role, you’ll be responsible for building strong relationships with our customers, driving product adoption, and ensuring long-term satisfaction and retention. You’ll serve as the trusted advisor to your portfolio of accounts, helping them achieve their goals using our platform.
Key Responsibilities:
- Own the customer lifecycle post-sale, including ongoing product adoption, training, expansion, and retention
- Serve as the main point of contact for your customers, providing guidance and proactive support, including attending meetings with relevant customers as and when required.
- Own the contract renewal process for your segmented customer group, this includes pricing discussions, negotiations and contract sending / administration.
- Develop success plans tailored to each customer’s goals and objectives
- Monitor customer health metrics and usage data to identify risk and opportunity
- Collaborate with Sales, Support, Product, and Marketing teams to advocate for customer needs
- Conduct regular check-ins, business reviews, and product updates
- Drive product engagement and adoption through education and best practices
- Identify and pursue upsell or cross-sell opportunities in collaboration with the Sales team
- Ensure high customer satisfaction (CSAT), retention, and Net Promoter Scores (NPS)
Required Skills and Qualifications
- 2–4+ years of experience in Customer Success, Account Management, or related customer-facing roles in a SaaS environment
- Strong communication and interpersonal skills with the ability to build relationships with stakeholders at all levels
- Proven ability to manage a portfolio of customer accounts with varying needs
- Analytical mindset with experience using CRM and customer success tools (e.g. HubSpot and Zendesk)
- A proactive problem-solver with a passion for delivering value to customers
- Comfortable with remote collaboration and fast-paced environments