Customer Success Manager 4

Role Overview

The Customer Success Manager is responsible for driving initiatives that enhance customer engagement, satisfaction and retention throughout the customer lifecycle. The CSM partners on the post sales customer journey, developing strategies to resolve pain points, improve customer experience, and maximize the value realized from products.

What You Will Do

Onboarding, adoption and success management, account management and retention and growth, issue and escalation management, cross-functional collaboration.

Why It Might Be a Fit

Proven experience in customer experience, upselling and retention, customer success, customer-centric mindset, strategic thinking and planning, analytical and data-driven, effective communicator, technical proficiency, change enablement, negotiation & financial acumen, proactive problem-solver.

Requirements

• Proven experience in customer experience, upselling and retention, customer success (preferably in a B2B SaaS/Technology company)
• Proven track record of successfully building strong customer relationships and growing the business and organization
• Customer-centric mindset; excels at relationship building, active listening, empathy
• Strategic thinking and planning; aligns success plans with business goals & KPIs
• Analytical and data-driven; skilled in health scoring, usage analysis, outcome mgmt
• Effective communicator; persuasive, clear, and adept at managing escalations and cross-functional collaboration
• Technical proficiency; comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platforms
• Change enablement; leads onboarding, adoption, and process improvement initiatives
• Negotiation & financial acumen; manages renewals, contract terms, ROI demonstration
• Proactive problem-solver; identifies risks, mitigates churn, drives continuous improvement
• Skilled in standardization for scalable success

Benefits

• NRR (Net Revenue Retention)
• CHS (Customer Health Score)
• GRR