Manager - Customer Success

About the Role:
We are looking for a passionate and proactive Customer Success Manager to drive customer satisfaction, retention, and growth.
The CSM will serve as the primary point of contact for customers, ensuring they achieve their desired outcomes through our products and services.
KEY RESPONSIBILITIES:
- Build and maintain strong relationships with assigned customers, serving as their trusted advisor.
- Onboard new customers and guide them through product adoption and best practices.
- Monitor customer health and proactively identify risks or opportunities for improvement.
- Conduct regular business reviews to ensure customers are achieving their goals.
- Collaborate with Sales, Product, and Support teams to resolve customer issues quickly and effectively.
- Drive product usage and engagement by educating customers on new features and updates.
- Identify opportunities for upselling and cross-selling aligned with customer needs.
- Maintain accurate customer records in CRM systems (e.g., Salesforce, HubSpot).
- Gather and share customer feedback with internal teams to influence product roadmap and process improvements.
- Track and report key metrics such as retention rates, NPS, and account growth.
QUALIFICATIONS:
- Bachelors /master"s degree in Business, Marketing, Communications, or related field.
- 8+ years of experience in Customer Success, Account Management, or a client-facing role (preferably in SaaS / technology).
- Strong communication, presentation, and relationship-building skills.
- Proven ability to manage multiple accounts and projects simultaneously.
- Data-driven mindset with experience using CRM and analytics tools.
- Empathy, patience, and a genuine desire to help customers succeed.
- Excellent problem-solving and negotiation skills