Customer Success Manager

JT : Customer Success Manager (CSM)

Job Role : A Customer Success Manager is responsible for building strong relationships with customers, ensuring they achieve their desired outcomes while using the company’s products or services. The goal is to improve customer satisfaction, retention, and long-term loyalty.

• Key ResponsibilitiesAct as the primary point of contact for assigned customers
• Build and maintain strong, long-term customer relationships
• Understand customer goals and help them maximize product value
• Drive customer onboarding, adoption, and engagement
• Monitor customer health metrics and proactively address risks
• Conduct regular check-ins, QBRs (Quarterly Business Reviews)
• Collaborate with sales, product, and support teams
• Identify upsell and cross-sell opportunities
• Handle escalations and ensure timely issue resolution
• Gather customer feedback and share insights with internal teams
• Required Skills & Qualifications Diploma or equivalent degree in Business, Marketing, or related field
• Minimum 6 month of experience in Customer Success, Account Management, or Support
• Strong communication and interpersonal skills
• Problem-solving and analytical thinking ability
• Experience with CRM tools (e.g., Salesforce, HubSpot)
• Ability to manage multiple accounts simultaneously
• Customer-first mindset with strong empathy
• Preferred QualificationsExperience in SaaS or tech industry
• Knowledge of customer success tools (e.g., Gainsight, Totango)
• Data-driven approach to decision-making
• Key Performance Indicators (KPIs)Customer retention rate
• Customer satisfaction (CSAT) / Net Promoter Score (NPS)
• Product adoption and usage metrics
• Churn rate reduction
• Upsell / expansion revenue
• Work EnvironmentTypically office-based or remote
• Cross-functional collaboration with global teams