Customer Success Manager-Manager

About the Role:

We are seeking a passionate and results-oriented Customer Success Manager to join our growing team. In this role, you will be responsible for driving customer satisfaction, retention, and expansion within a dynamic and fast-paced environment. You will act as a trusted advisor to our clients, ensuring they achieve their business goals through successful utilization of our digital onboarding platform.

Responsibilities

* Onboarding & Implementation:

* Lead the successful onboarding of new clients, ensuring smooth and timely implementation of the platform.

* Conduct thorough needs assessments and tailor onboarding plans to meet individual client requirements.

* Deliver high-quality training sessions and provide ongoing support to clients and their teams.

* Customer Relationship Management:

* Build and maintain strong, long-term relationships with clients.

* Proactively identify and address client needs and concerns.

* Act as a primary point of contact for client inquiries and resolve issues effectively and efficiently.

* Conduct regular business reviews with clients to assess platform usage, identify areas for improvement, and uncover new opportunities.

* Customer Retention & Expansion:

* Drive customer retention by proactively identifying and mitigating potential churn risks.

* Identify and pursue opportunities for platform expansion within existing client accounts.

* Collaborate with the sales team to identify and qualify new business opportunities.

* Data Analysis & Reporting:

* Track key performance indicators (KPIs) related to customer satisfaction, usage, and retention.

* Analyze customer data to identify trends, areas for improvement, and areas of opportunity.

* Generate regular reports on customer health and performance.

* Product Feedback & Improvement:

* Collect and analyze customer feedback on the platform and share insights with the product team.

* Advocate for customer needs and drive continuous product improvement.

Preferred candidate profile

Bachelor's / Masters degree

* 5+ years of experience in a Customer Success, Account Management, or Client Services role.

* Excellent communication, interpersonal, and presentation skills.

* Strong analytical and problem-solving skills.

* Ability to build rapport and trust with clients.

* Highly organized and detail-oriented with the ability to manage multiple projects simultaneously.

* Strong work ethic and a passion for exceeding customer expectations