Customer Success Manager

Key Responsibilities

Customer Relationships

• Serve as the primary relationship contact after the sales and onboarding handoff.
• Build strong relationships with new and existing customers.
• Maintain regular, proactive communication based on customer needs and account health.
• Make sure customers feel heard, informed, and supported.
• Document all customer communications, concerns, and follow-up actions in HubSpot.

New-Customer Success

• Introduce themselves during the onboarding process.
• Make sure new customers understand the roles of Sales, Onboarding, Support, and Customer Success.
• Monitor the customer's experience during onboarding without performing the onboarding work.
• Conduct post-launch check-ins at 30, 60, and 90 days.
• Identify early signs of confusion, dissatisfaction, or disengagement.
• Coordinate with the onboarding team when the customer has incomplete steps or unmet expectations.

Existing-Customer Success

• Conduct scheduled customer check-ins.
• Monitor customer satisfaction and account health.
• Help customers understand available features and resources.
• Identify opportunities to increase product use and customer value.
• Communicate relevant product updates and improvements.
• Gather customer feedback and communicate trends internally.
• • Ask satisfied customers for reviews, referrals, testimonials, and case studies.
    
  At-Risk Customers
  
  • Identify customers who may be at risk of canceling.
  • Maintain an accurate list of healthy, needs-attention, and at-risk customers.
  • Document the reason each customer is at risk.
  • Create and manage a customer recovery plan.
  • Coordinate with Support, Billing, Development, Sales, and leadership as needed.
  • Escalate serious issues before they become cancellations.
  • Manage customer communication through the resolution process.
    
  Support Follow-Up
  
  • Monitor significant or repeated support issues affecting customer satisfaction.
  • Make sure the correct internal person or department owns the issue.
  • Follow up with customers after significant issues are resolved.
  • Confirm that the customer is satisfied with the outcome.
  • Identify recurring complaints or communication failures that leadership should address.
    
  The Customer Success Manager does not troubleshoot or resolve technical tickets unless specifically trained and assigned to do so.

Required Qualifications

• Two or more years of experience in customer success, account management, SaaS, customer service, or a comparable customer-facing role
• Strong written and verbal communication skills
• Ability to manage difficult conversations calmly and professionally
• Strong follow-up and organizational skills
• Ability to manage multiple customer relationships and priorities
• Experience using a CRM or customer management system
• Ability to recognize customer risk and escalate appropriately
• Comfortable learning software and explaining product value
• Strong judgment regarding when an issue should be handled directly and when it should be escalated

Preferred Qualifications

• Experience working for a SaaS company
• Experience with HubSpot
• Experience working with support, implementation, or product teams
• Experience managing customer retention or renewals
• Familiarity with customer health scores, CSAT, churn, and retention metrics