Customer Success Manager

Position Summary

The Customer Success Manager plays a vital role in supporting enterprise customers throughout their lifecycle. This role is ideal for individuals who are passionate about customer service, enjoy problem-solving, and thrive in collaborative environments. As a CSM you own the end-to-end success of a dedicated portfolio of enterprise accounts. You are a trusted advisor, proactively identifying growth opportunities and mitigating churn risks. This role requires a balance of technical aptitude, relationship management, and the ability to translate customer goals into actionable success plans.

Key Responsibilities

Account Management

• Manage a full book of business, serving as the lead and advisor for assigned customers.

• Develop and execute comprehensive Customer Success Plans that align product capabilities with the customer’s business objectives.

• Proactively identify churn risks and develop “get well” plans

• Lead renewal conversations, identify expansion opportunities, and partner with Sales to finalize expansions

Customer Value Realization

• Educate customers on product features, updates, and best practices to maximize value and adoption.

• Track customer usage and engagement to identify risks, opportunities, and areas for improvement.

Customer Support

• Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests.

• Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention.

• Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools. 
  
  

Cross-Functional Collaboration

• Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary.

• Identify gaps in customer lifecycle and suggest improvements to internal workflows.

• Act as the ‘voice of the customer’ to Product, providing structured feedback and data-backed feature requests.

• Promote customer awareness of new features, enhancements, and recommended workflows. 
  
  

Qualifications

• Bachelor’s degree preferred, with 2-4 years of experience in Customer Success, Account Management, or a related SaaS role

• Strong communication and interpersonal skills with the ability to build positive customer relationships

• Proven ability to manage difficult conversations and build relationships with mid-level management at customer organizations

• Excellent problem-solving abilities and attention to detail

• Ability to prioritize tasks in a fast-paced, dynamic environment

• Enthusiastic, self-motivated, and eager to learn 
  
  

Preferred

• Familiarity with SaaS applications or enterprise customer environments

• Experience using CRM or customer success tools (e.g., Salesforce, HubSpot, Gainsight)

• Exposure to customer onboarding, support, or training activities