Client Success Manager - SaaS

Description:

About the Role:

We are looking for a proactive and relationship-driven Client Success Manager to serve as a strategic partner for our clients, ensuring their ongoing satisfaction, retention, and growth.

You will act as the main point of contact post-sale, guiding clients through onboarding, helping them achieve their goals, and driving continuous value from our products and services.

The ideal candidate is a strong communicator and problem-solver with a passion for delivering excellent customer experiences and building long-term relationships.

Key Responsibilities:

• Serve as the primary point of contact for a portfolio of clients, owning the post-sale relationship lifecycle.
• Understand client goals and business objectives to align product/service value and drive adoption.
• Lead onboarding and training sessions to ensure clients are set up for success.
• Monitor client health, usage, and engagement metrics; proactively address risks and resolve issues.
• Collaborate with internal teams (Sales, Product, Support, Engineering) to ensure client needs are being met.
• Identify opportunities for account growth, upselling, and cross-selling in partnership with the sales team.
• Conduct regular business reviews with clients to demonstrate value, gather feedback, and strengthen partnerships.
• Manage client renewals and drive customer retention metrics (NPS, CSAT, churn reduction).
• Advocate for clients internally by communicating their needs, feature requests, and pain points to product and leadership teams.
• Maintain accurate documentation of all interactions, issues, and updates in CRM and support tools.

Required Skills & Experience:

• Bachelors/master's degree in Business, Marketing, Communications, or related field.
• 2+ years of experience in Customer Success, Account Management, Client Services, or related roles (preferably in a SaaS or tech-driven environment).
• Proven ability to manage multiple clients/accounts and deliver excellent customer service.
• Strong relationship-building and communication skills (both verbal and written).
• Data-driven mindset with experience analyzing client usage data and creating actionable insights.
• Proficiency in CRM and CSM tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk).
• Exceptional organizational skills with attention to detail and a proactive approach to problem-solving.
• Ability to manage expectations, handle escalations professionally, and influence stakeholders at all levels