Manager - Customer Success

As the Customer Success Manager (CSM), you will be responsible for driving customer success initiatives and overseeing the customer success team in an early-stage SaaS environment. You will work closely with our customers, understanding their needs, and ensuring their satisfaction and ongoing success with our product. This role will require strong leadership skills, a deep understanding of customer success strategies, and the ability to collaborate effectively across different teams.

Responsibilities:

• Develop and implement customer success strategies and initiatives to drive customer satisfaction, retention, and growth.
• Establish and maintain strong relationships with key stakeholders, serving as the primary point of contact for customer success-related matters.
• Monitor and analyze key performance indicators (KPIs) such as customer retention rate, product usage metrics like DAU/WAU, and more
• Collaborate with the sales, product, and marketing teams to ensure smooth onboarding, adoption, and expansion processes.
• Proactively identify upsell and cross-sell opportunities to drive revenue growth and expand customer accounts.
• Address customer needs and inquiries, resolving issues and ensuring timely resolution of customer escalations.
• Conduct regular business reviews with customers to assess their progress, identify areas for improvement, and showcase the value delivered by our product. Qualifications

• At least 4to 5 years in customer success teams in a SaaS company
• At least 4 years of experience in managing teams across sales, success, support, and other cross-functional teams
• You love building and