Customer Success Manager

Key Responsibilities

Customer Onboarding & Adoption

• Design and lead structured onboarding experiences that set customers up for success from day one.
• Develop tailored onboarding plans, timelines, and success milestones aligned with customer goals.
• Deliver product walkthroughs, training sessions, and proactive check-ins to ensure adoption.

Ongoing Customer Success & Relationship Management

• Serve as the primary point of contact for assigned accounts, building strong, strategic relationships.
• Monitor customer health, engagement, and usage metrics to identify risks and opportunities early.
• Drive continuous value realization through regular business reviews and success planning.

Retention & Offboarding

• Manage offboarding processes with professionalism and insight, capturing actionable feedback.
• Analyze churn drivers and collaborate internally to improve retention strategies.

Revenue Growth & Expansion

• Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
• Partner with Sales to support renewals and expansion strategies, demonstrating clear ROI.

Cross-Functional Collaboration

• Act as the voice of the customer, sharing insights with Product and Leadership to influence roadmap decisions.
• Work closely with Support to ensure the timely resolution of issues and a seamless customer experience.
• Contribute to playbooks, process improvements, and scalable success initiatives.

Required Qualifications

• 3–4 years of experience in Customer Success, Account Management, or a related role.
• Proven track record managing onboarding and lifecycle processes in a SaaS or tech environment.
• Exceptional communication and relationship-building skills with a customer-first mindset.
• Experience supporting renewals, upsells, and cross-sells.
• Ability to manage multiple priorities and accounts in a fast-paced setting.
• Proficiency with CRM and Customer Success tools (e.g., Salesforce, HubSpot, Gainsight).
• Strong problem-solving skills and adaptability in a growth-oriented environment.

What Success Looks Like in This Role

• Customers onboard quickly and achieve clear value from our solutions.
• High engagement, satisfaction, and adoption across accounts.
• Reduced churn and actionable insights from offboarding processes.
• Consistent identification of expansion opportunities and contribution to revenue growth.
• Positive feedback from customers and internal teams—you’re seen as a trusted partner and key contributor.