Manager, Customer Success

Responsibilities

• Build and maintain strong relationships with assigned customers, serving as their primary point of contact
• Understand each customer’s unique business needs, goals and challenges to tailor solutions and services accordingly
• Proactively engage with customers to ensure they are deriving maximum value from our products and services
• Monitor customer satisfaction and loyalty metrics, taking proactive steps to address any issues or concerns
• Collaborate with internal teams, including sales, support and product development, to advocate for customer needs and drive resolution of issues
• Conduct regular check‑ins and business reviews with customers to review performance, gather feedback and identify opportunities for improvement
• Develop and execute strategic account plans for key customers, outlining goals, action items and timelines for success
• Identify upsell and cross‑sell opportunities within existing customer accounts, working closely with sales teams to drive revenue growth
• Provide product demonstrations, training sessions and educational resources to customers to ensure they are proficient in using our products and maximizing their benefits
• Proactively monitor customer usage and engagement with our products, identifying trends and patterns to inform retention strategies
• Handle escalations and resolve customer issues or concerns in a timely and effective manner
• Stay informed about industry trends, competitive offerings and best practices in customer success management
• Track and report on key metrics related to customer engagement, satisfaction and retention
• Serve as a trusted advisor to customers, providing insights and recommendations to help them achieve their business objectives
• Continuously seek opportunities to enhance the customer experience and drive value for our customers

Bachelor’s degree in business administration, marketing, or a related field.

• Ethical Practice
• Communication
• Health, Safety and Environment
• Accountability
• Proactiveness
• Collaboration
• Technology Advocacy

• Addressing Customer Concerns
• Analyzing Customer Feedback
• Customer Services
• Training
• Data Presentation using Visualization
• Deriving Data-Driven Insights
• Dealing with Complex Customer Enquiries
• Handling Escalations
• Mentoring Team Members