Customer Success Manager

Job Summary

We are seeking a proactive and customer-focused Customer Success Manager (CSM) to build strong relationships with our clients, ensure customer satisfaction, and drive long-term retention and growth. The ideal candidate will act as a trusted advisor, helping customers maximize the value of our products/services while identifying opportunities for expansion.

Key Responsibilities

• Manage and nurture relationships with assigned customer accounts.
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• Serve as the primary point of contact for customer communication.
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• Onboard new clients and ensure smooth implementation of products/services.
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• Understand customer goals and align solutions to meet their business needs.
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• Monitor customer health metrics and proactively address risks.
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• Drive customer retention and reduce churn.
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• Identify upsell and cross-sell opportunities.
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• Coordinate with Sales, Support, and Product teams to resolve issues.
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• Conduct regular review meetings (QBRs/MBRs) with customers.
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• Collect customer feedback and share insights internally.
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• Required Qualifications
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• Bachelor’s degree in Business, Marketing, or related field.
• 1 plus years of experience in Customer Success, Account Management, or Relationship Management.
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• Strong communication and presentation skills.
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• Excellent problem-solving and analytical abilities.
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• Experience with CRM tools (e.g., Salesforce, HubSpot, Zoho).
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• Ability to manage multiple accounts simultaneously.
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• Preferred Skills
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• Experience in SaaS / IT / B2B environment.
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• Strong negotiation and upselling skills.
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• Data-driven decision-making ability.
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• Customer-centric mindset.
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• Key Performance Indicators (KPIs)
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• Customer retention rate
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• Net Revenue Retention (NRR)
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• Customer satisfaction score (CSAT)
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• Net Promoter Score (NPS)
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• Upsell / Cross-sell revenue