Customer Success Manager

Role Overview

A Customer Success Manager (CSM) is responsible for building strong customer relationships, increasing solution adoption, and ensuring clients achieve their desired outcomes with SaaS solutions. Collaborating with sales and product teams, the CSM monitors customer health, addresses risks, and identifies growth opportunities through data-driven insights. They develop success plans, support onboarding, and advocate for customer needs across internal teams to maximize satisfaction and retention.

A Customer Success Manager (CSM) is responsible for building strong customer relationships, increasing solution adoption, and ensuring clients achieve their desired outcomes with SaaS solutions. Collaborating with sales and product teams, the CSM monitors customer health, addresses risks, and identifies growth opportunities through data-driven insights. They develop success plans, support onboarding, and advocate for customer needs across internal teams to maximize satisfaction and retention.

• Support sales growth and customer retention through relationship management
• Monitor metrics, mitigate risks, and prevent churn
• Create and execute success strategies and business reviews
• Collaborate cross-functionally to ensure customer satisfaction and identify upsell opportunities
• Lead operational process improvements and support onboarding efforts
• Mentor junior team members and stay informed on industry trends

• Bachelor’s degree in Business or related field
• At least five years in customer service, with three in customer success or sales
• Strong interpersonal, negotiation, and data analysis skills
• Proficiency in CRM tools, SaaS ecosystem, and Microsoft Office
• Excellent organizational, communication, and problem-solving abilities
• Ability to work collaboratively, adapt, and prioritize effectively

Sit for extended periods, lift up to 20 lbs., and use basic office equipment. The role offers a competitive salary, incentive bonuses, benefits, and growth opportunities.