Customer Success Manager
Opportunity
As a Customer Success Manager (Junior), your primary goal is to ensure that customers continue to actively use the platform after onboarding, achieve consistent value, and remain retained over time.
You will be responsible for managing a large portfolio of single-store customers, driving regular usage, identifying early signs of drop-offs, and ensuring customers continue to engage with the platform effectively.
This role goes beyond support. It involves proactively monitoring customer behavior, driving adoption, resolving usage gaps, and contributing to customer retention and long-term value realization.
Responsibilities
Be the primary point of contact for assigned customers after onboarding, ensuring a smooth transition from go-live to regular platform usage.
Drive consistent product usage by monitoring customer activity, following up regularly, and ensuring customers continue to use the platform effectively in their day-to-day operations.
Understand each customer’s basic business workflow and goals, and ensure they are able to derive ongoing value from the platform.
Proactively identify early signs of risk such as low usage, reduced activity, or inactivity, and take necessary actions to re-engage customers.
Work closely with the Onboarding and Support teams to resolve customer issues quickly and ensure continuity in usage.
Ensure timely renewals by maintaining regular engagement with customers and addressing concerns before renewal cycles.
Identify simple upsell opportunities within your portfolio, such as additional features or modules, and coordinate with the relevant teams to drive conversions.
Capture customer feedback, recurring issues, and common feature requests, and share structured inputs with Product and Engineering teams.
Maintain accurate records of customer interactions, usage patterns, and follow-ups in internal systems.
Support initiatives to build customer advocacy by identifying satisfied customers for testimonials, referrals, and case studies.
What you can expect in the next 12 months
Within 1 month |
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Within 3 months |
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Within 6 months |
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Within 12 months |
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What an ideal candidate looks like
You have 1–3 years of experience in a customer-facing role such as Customer Success, Account Management, Support, Onboarding, or Operations, with a strong focus on execution and follow-through.
You are highly action-oriented and comfortable managing a large portfolio of customers, ensuring consistent engagement, follow-ups, and usage without losing track of priorities.
You demonstrate strong problem-solving ability and take ownership of identifying issues in customer usage and driving them to resolution without constant supervision.
You are able to quickly understand a software product, its workflows, and how it is used in real-world business scenarios, and can guide customers in a simple and structured manner.
You are comfortable handling customers who may be unresponsive, confused, or resistant, and are able to push conversations forward while maintaining professionalism.
You possess strong communication skills, with the ability to explain concepts clearly, listen actively, and maintain consistent and effective customer interactions.
You are organized and process-driven, capable of managing multiple accounts simultaneously while tracking usage, renewals, and follow-ups in a structured way.
You think in terms of outcomes and metrics, focusing on customer retention, active usage, and reduction in inactive accounts rather than just completing tasks.
You are coachable, adaptable, and open to feedback, with a willingness to continuously improve both your performance and customer success processes.
You are comfortable working in a fast-paced environment and can adapt to changing priorities and business needs.