Customer Success Manager (CSM)

About the role

The Customer Success Manager (CSM) will be responsible for managing relationships with clients and ensuring their success with our software. This is a crucial role that requires a combination of relationship building, problem solving, and communication skills.

Responsibilities

• Develop and maintain strong relationships with clients, serving as their primary point of contact for all issues and inquiries related to our products and services.
• Identify opportunities to upsell and expand our services with existing clients.
• Manage and conduct the entire post sale process which includes, client onboarding, implementation, training, increasing adoption, and ensuring retention.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop customer success strategies and best practices, as well any customer support content, with the help of the creative team.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.
• Collaborate with cross-functional teams including sales to ensure deliverables are on time.
• Track client performance metrics and provide regular reports to senior leadership.
• Prepare necessary documentation or visuals for clients to demonstrate performance of campaigns; analyze trends and areas of improvement.

Requirements

• Bachelor's degree in business, marketing, communications or a related field.
• 5+ years of experience as a CSM at a SaaS, or technology company.
• Strong verbal and written communication, strategic planning, and project management skills.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)