Customer Relationship Manager

About the Role 

Helping customers get the most value out of a product or service.

Building strong relationships to ensure retention and satisfaction.

Acting as a bridge between the customer and internal teams (sales, support, product, etc.). 

Key Responsibilities 

• Onboarding New Customers - Guide new clients through setup and product training. Ensure smooth adoption and early success milestones.
• Customer Relationship Management - Serve as the main point of contact for assigned accounts. Conduct regular check-ins or business reviews.
• Retention & Renewal - Monitor customer satisfaction and usage data. Identify churn risks and take action to prevent them.
• Upselling & Expansion - Spot opportunities for customers to upgrade or expand usage. Collaborate with sales teams for renewals and upsells.
• Advocacy & Feedback - Gather customer feedback and relay insights to the product and marketing teams. Encourage satisfied customers to participate in case studies or testimonials. 

Essential Skills 

Communication & Empathy: Ability to listen, understand needs, and explain solutions clearly.

Problem-Solving: Anticipate and resolve customer issues before they escalate.

Data-Driven Mindset: Use customer data to measure engagement and identify at-risk accounts.

Collaboration: Work cross-functionally with sales, marketing, and support. 

KPIs & Success Metrics 

Customer retention rate

Renewal and upsell revenue

Time-to-value (TTV) for new customer