Customer Success Manager

Job Overview:

We are looking for a proactive and customer-focused Customer Success Manager to drive customer satisfaction, retention, and growth. As a CSM, you will be the primary point of contact for our customers, ensuring they receive maximum value from our products/services. You will work closely with cross-functional teams, including Sales, Product, and Support, to enhance the customer experience.

Key Responsibilities:

• Build and maintain strong relationships with customers, understanding their business needs and goals.
• Onboard and train new customers, ensuring a smooth transition and product adoption.
• Act as a trusted advisor, providing insights and strategies to help customers achieve success.
• Monitor customer engagement and proactively address any challenges or concerns.
• Work closely with the sales team to identify upsell and cross-sell opportunities.
• Gather customer feedback and collaborate with product teams for continuous improvements.
• Develop and implement customer success strategies to drive retention and reduce churn.
• Conduct regular check-ins, business reviews, and provide performance reports to customers.
• Serve as the voice of the customer internally, advocating for their needs and requirements.
• Key Skills & Qualifications:
• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proven experience in Customer Success, Account Management, or Client Relations (preferably in E-commerce, SaaS, or IT).
• Strong interpersonal and communication skills with a customer-first mindset.
• Ability to analyze customer data and make data-driven decisions.
• Problem-solving skills with a proactive and strategic approach.
• Experience with CRM tools is a plus.
• Passion for delivering exceptional customer experiences.