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Position Summary

We are seeking a proactive, customer-focused Customer Success Manager (CSM) to join our growing team. In this role, you will build strong relationships with customers, help them achieve their business goals, and ensure they receive maximum value from our products and services. You will serve as a trusted advisor throughout the customer lifecycle-from onboarding and adoption to renewal and expansion.

The ideal candidate has excellent communication skills, a passion for helping customers succeed, and experience managing multiple customer accounts in a fast-paced environment.

Key Responsibilities

• Manage a portfolio of customer accounts and serve as their primary point of contact.
• Build trusted relationships with customers to understand their business goals and success metrics.
• Lead customer onboarding, implementation, and product adoption activities.
• Conduct regular business reviews and provide strategic recommendations.
• Monitor customer health scores and proactively address risks.
• Resolve customer issues by collaborating with Product, Engineering, Sales, and Support teams.
• Identify opportunities for account growth, cross-selling, and upselling while partnering with Sales.
• Drive customer renewals and retention efforts.
• Collect customer feedback and communicate product improvement recommendations.
• Maintain accurate customer records using CRM platforms such as Salesforce or HubSpot.
• Track customer success metrics and prepare performance reports.
• Deliver product training sessions and educational webinars.
• Advocate for customers internally to ensure exceptional service.
• Stay informed about industry trends and competitor offerings.
• Meet or exceed customer satisfaction, retention, and revenue goals.

Required Qualifications

• Bachelor's degree in Business, Marketing, Communications, Information Technology, or a related field (or equivalent experience).
• 3-5 years of experience in Customer Success, Account Management, Customer Experience, or a related role.
• Strong verbal and written communication skills.
• Excellent relationship-building and problem-solving abilities.
• Experience with CRM platforms such as Salesforce, HubSpot, or Gainsight.
• Ability to manage multiple customer accounts simultaneously.
• Strong organizational and time management skills.
• Proficiency with Microsoft Office Suite and Google Workspace.
• Experience using collaboration tools such as Slack, Zoom, and Microsoft Teams.
• Ability to analyze customer data and make data-driven recommendations.

Preferred Qualifications

• SaaS or technology industry experience.
• Experience managing enterprise or mid-market customer accounts.
• Knowledge of customer success methodologies and lifecycle management.
• Familiarity with customer success platforms such as Gainsight, ChurnZero, or Totango.
• Experience with business intelligence tools such as Tableau or Power BI.

Required Skills

• Customer Relationship Management
• Customer Retention
• Account Management
• Customer Onboarding
• Product Adoption
• Business Reviews
• Conflict Resolution
• Communication
• Presentation Skills
• Strategic Planning
• Negotiation
• Project Management
• Data Analysis
• Problem Solving
• Time Management
• Cross-functional Collaboration

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Renewal Rate
• Product Adoption Rate
• Customer Health Score
• Upsell and Cross-sell Revenue
• Time to Value (TTV)

Benefits

• Competitive salary
• Annual performance bonus
• Medical, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off (PTO)
• Paid Holidays
• Flexible work schedule
• Fully remote work environment
• Professional development and training opportunities
• Employee Assistance Program (EAP)
• Wellness program
• Home office stipend
• Career advancement opportunities

Salary Range

$75,000 - $120,000 per year, depending on experience, qualifications, and location. Additional bonus and commission opportunities may be available.

Equal Employment Opportunity

We are an Equal Opportunity Employer and value diversity at all levels of the organization. We are committed to creating an inclusive workplace and consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.