Customer Success Manager

Responsibilities:

• Manage the end-to-end customer lifecycle, including onboarding, engagement, retention, and renewals.
• Conduct product onboarding sessions, demos, and training for new customers.
• Build and maintain strong relationships with clients, acting as the primary point of contact.
• Understand customer goals and ensure the product delivers measurable value.
• Monitor customer health metrics, usage patterns, and engagement levels.
• Proactively identify risks and take action to prevent churn.
• Drive renewals and upsell opportunities in collaboration with Sales teams.
• Coordinate with Product, Engineering, and Support teams to resolve customer issues.
• Conduct Quarterly Business Reviews (QBRs) and share performance insights.
• Collect customer feedback and provide inputs for product improvement.

Requirements:

• 4-7 years of experience in Customer Success / Account Management / Client Success.
• Experience working in SaaS, Martech, or Product-based companies.
• Strong communication and relationship management skills.
• Experience handling B2B clients.
• Proven ability to manage multiple customer accounts simultaneously.
• Strong problem-solving and analytical skills.
• Ability to explain technical concepts to non-technical users.
• Experience in managing client expectations and resolving escalations.