Position Summary
The Customer Success Manager is responsible for overall Customer relationship management, with a strong focus on strategic account planning, Customer advocacy and retention. This role will work closely with the customers to understand their needs, provide guidance and support, and drive adoption and success with our products/services.
Responsibilities
Develop strong relationships with customers, acting as their main point of contact and advocate within the company.
Facilitate a smooth onboarding process for new customers, ensuring they understand the product or service offerings, and guiding them towards achieving their desired outcomes.
Develop a deep understanding of customers' business needs and objectives.
Establish clear customer retention goals.
Review customer complaints and concerns and seek to improve the customer experience.
Monitor customer health and proactively address any issues or risks.
Proactively monitor customer accounts, identifying opportunities for upselling or cross-selling additional products or services.
Gather feedback from customers to identify areas for improvement and communicate their needs and preferences to internal teams.
Analyze account data to identify trends and insights to inform customer success strategies.
Track key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, retention rates, and product adoption metrics. Use this data to measure success and drive continuous improvement.
Contribute to the development and improvement of customer success processes and best practices.
Requirements
Bachelor's Degree or equivalent work experience.
3+ years of proven work experience as a Customer Success Manager or similar role.
A passion for helping customers succeed and a deep understanding of customer needs and pain points.
The ability to think strategically and creatively to solve customer challenges and drive positive outcomes.
Comfortable using technology and software platforms, with the ability to quickly learn and adapt to new tools and systems.
Collaborative mindset with the ability to work cross-functionally with sales, marketing, product, and support teams to achieve common goals.
Excellent written and verbal communication skills
Excellent time management and organizational skills
Analytical and problem-solving skills
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