Customer Success Manager

The Role:
The Customer Success program is responsible for developing relationships that promote product or solution usage, retention, and loyalty. The program is designed to align closely with our specific customers in a regular and proactive routine, to ensure they are satisfied with the program, product availability and services they have contracted and to immediately improve upon any areas of dissatisfaction.

The Customer Success Manager (CSM) will work closely with the technical team and on occasion, Account Managers, being responsible for all activities within their assigned accounts to ensure on-boarding, product adoption, product engagement, product delivery and training drive continual product usage. The CSM will address any concerns or issues customers might have from a usability/how-to-use perspective and will work proactively to ensure growth in and retention of the account.

You will liaise with each account frequently; by analysing their usage data beforehand to furnish you with insights, you will proactively engage the customer to discuss their usage, use cases, possible alternate solutions, or options to solve their particular work activities, recent campaigns, training needs, etc. By serving as advocates for your accounts, educating them on products, and maintaining lasting relationships, you will drive usage and retention. In addition, you will reach out into new departments or teams and educate them on the availability of the software portfolio and the tools available to solve their particular needs.

The central role of Customer Success is to ensure the customer is deriving maximum value from the product or solution portfolio and their expectations are being met or exceeded

In this role, you will have the opportunity to: