Customer Success Manager
You will advise clients after the sale, learn their business goals, support onboarding and implementation, and help them gain value from their products and services. You will monitor customer health, solve issues, coordinate with internal functions, conduct business reviews, maintain account documentation, advocate for client feedback, and identify expansion opportunities.
Responsibilities
- Serve as a consultative partner to clients after the sale
- Understand client industries, objectives, and challenges
- Assist with onboarding, implementation, and training
- Engage proactively to identify issues and provide solutions
- Collaborate with sales, marketing, product, and technical teams
- Track engagement, adoption, renewals, churn, and customer health
- Identify upsell and cross-sell opportunities
- Conduct regular business reviews
- Maintain client account documentation and success plans
- Advocate for client feedback internally
- Stay current with industry and product developments
Requirements
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field preferred
- 3–5 years of experience in customer success, account management, or client services
- Experience in a SaaS or technology-driven environment preferred
- Ability to manage customer relationships and deliver measurable retention and satisfaction results
- Strong communication, interpersonal, and presentation skills
- Analytical experience with customer success metrics and tools
- Proficiency with CRM and customer success software such as Salesforce, Gainsight, HubSpot, or ChurnZero
- Excellent problem-solving skills and ability to anticipate client needs
- Strong organizational skills and ability to manage multiple priorities
- Collaborative and customer-oriented mindset