Customer Success Manager

– Customer Success Manager

Role Overview

Key Objectives of the Role

• Building strong and trusted relationships with customers.
• Protecting and growing existing account revenue.
• Increasing customer retention and renewal rates.
• Identifying upsell and cross-sell opportunities.
• Improving customer satisfaction and engagement.
• Ensuring customers realize measurable value from our services.
• Proactively identifying risks before they become escalations.
• Coordinating internal teams to resolve customer challenges.
• Developing long-term strategic account plans.
• Creating opportunities for deeper customer partnerships.

Key Responsibilities

Customer Relationship Management

• Act as the primary business point of contact for customers.
• Build relationships with operational stakeholders, project owners, business leaders, and executive sponsors.
• Understand each customer's organization, business model, priorities, challenges, and strategic objectives.
• Maintain regular communication with key customer stakeholders.
• Build credibility and become a trusted advisor rather than simply a service provider.
• Understand stakeholder expectations and ensure they remain aligned with delivery.
• Maintain visibility into stakeholder changes, organizational changes, and changing customer priorities.
• Establish strong executive relationships for strategic accounts.

Customer Success Planning

• Customer objectives
• Current engagements
• Business outcomes expected
• Key stakeholders
• Success metrics
• Delivery milestones
• Customer priorities
• Risks and dependencies
• Expansion opportunities
• Renewal timelines
• Strategic opportunities for the next 6–12 months

Customer Retention

• Continuously monitor customer health.
• Identify potential churn risks early.
• Understand customer dissatisfaction before it turns into an escalation.
• Track changes in engagement, communication, utilization, budget, and stakeholder sentiment.
• Build recovery plans for customers showing signs of risk.
• Coordinate internally to resolve customer concerns.
• Ensure customers consistently see value in continuing the relationship.
• Develop renewal strategies well before contract expiry.