Manager, Customer Success

Job Description:

• Serve as the primary point of contact for customers throughout their lifecycle, from onboarding to scaling and transformation.
• Own overall customer relationships, focusing on increasing adoption, retention, and satisfaction.
• Establish a trusted advisor relationship with clients, ensuring they derive ongoing value from our products and services.
• Assist customers in setting and achieving critical goals and key performance indicators (KPIs).
• Work closely with the support team to ensure timely resolution of customer issues and escalate cases when necessary.
• Coordinate and schedule onsite product training sessions to help customers maximize product utilization and scalability.
• Advocate for customer needs and work with the Product and Engineering teams to prioritize bug fixes and enhancement requests.
• Develop and nurture customer advocacy by working with the Marketing team to create case studies, video testimonials, and recruit speakers for events.
• Identify upsell and cross-sell opportunities, working with the Sales team to drive revenue growth and customer renewals while reducing churn.
• Schedule and conduct cadence calls with customers on a weekly or bi-weekly basis to review their production environment and address any concerns.
• Organize Quarterly Business Reviews (QBRs) to assess customer progress and develop long-term strategic plans.

Qualifications & Skills :

• Masters degree in Business, Marketing, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a related role.
• Strong problem-solving skills with a customer-centric approach.
• Excellent communication and interpersonal skills.
• Ability to work cross-functionally with Sales, Support, and Product teams.
• Proficiency in CRM software and customer success tools.
• Strong analytical skills to assess customer data and drive actionable insights.
• Experience in SaaS or IT product-based environments is a plus.