Job Summary
We are seeking a motivated and proactive Customer Success Manager to join our team. This role is responsible for ensuring customers achieve maximum value from our platform and services. You will manage onboarding, training, adoption, retention, and relationship-building for assigned clients.
Key Resonsibilities
Manage the full customer lifecycle from onboarding to renewal.
Serve as the primary customer contact and build long-term relationships.
Conduct onboarding, training, and product walkthroughs.
Monitor customer usage, activity, and overall account health.
Develop customer success plans tailored to the client’s business goals.
Identify risks or issues early and take corrective action.
Coordinate with internal teams to resolve customer concerns.
Lead quarterly business reviews with assigned accounts.
Maintain high customer satisfaction and retention rates.
Identify and support expansion opportunities when appropriate.
Collect customer feedback and pass insights to product and engineering teams.
Maintain accurate customer documentation and status updates.
Track and report key customer success metrics.
Improve onboarding and customer journey processes.
Contribute to the internal knowledge base and documentation.
Work closely with sales, support, marketing, and product teams.
Achieving retention, adoption, and success KPIs.
Qualifications – Required
3+ years in Customer Success, Account Management, or Client Support.
Experience in SaaS, AIaaS, software, technology, or service-based products.
Excellent communication and presentation skills.
Ability to analyze customer data and create action plans.
Strong relationship and stakeholder management experience.
Ability to manage multiple accounts and deadlines.
Strong problem-solving and organizational skills.
Qualifications – Preferred
Experience conducting customer training or product walkthroughs.
Familiarity with CRM or customer management tools.
Understanding of project management or workflow tools.
Ability to collaborate effectively with technical and non-technical teams.
Key Competencies
Customer Relationship Management
Communication and Presentation
Strategic Thinking
Time Management
Problem Solving
Collaboration
Empathy and Customer Focus
Analytical Thinking