Customer Success Manager

6 days ago

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Description

• The Customer Success Manager (CSM) will be responsible for managing customer relationships and ensuring customer satisfaction through proactive engagement, effective communication, and providing ongoing value. • The CSM will work closely with customers to drive product adoption, training, and issue resolution, helping customers achieve their desired outcomes. • Collaborate closely with Key Account Managers (KAMs) to identify strategic opportunities and ensure seamless execution of deliverables for high-value clients. • Independently analyze customer data and reports to identify trends, generate actionable insights, and provide strategic guidance to customers. • Host calibration calls with customers, taking ownership of the meeting agenda and fostering meaningful discussions to enhance customer relationships. • Serve as the primary point of contact for all external communications related to service delivery, ensuring consistent, professional communication. • Track client engagement and product adoption by monitoring user logins and product interaction metrics, identifying areas for improvement. • Manage the onboarding process for new customers, ensuring a seamless transition and successful start to their journey with our product. • Provide comprehensive training to customers and maintain an ongoing educational approach to maximize customer value and understanding of the product. • Take full ownership of customer issues, ensuring they are resolved in a timely and satisfactory manner. • Regularly reach out to customers to gauge their satisfaction, address concerns, and build strong, lasting relationships. • Identify at-risk accounts and develop targeted re-engagement strategies to retain and nurture customer relationships. • Act as a bridge between customers and the product team, gathering and communicating feedback to align product improvements and future features with customer needs.

Requirements

• Bachelor's degree in Business, Marketing, IT, or a related field, or equivalent experience. • 5+ years of experience in account management, preferably within a tech, fintech, or software company. • Proven ability to independently manage multiple clients and build strong, positive relationships • Excellent communication, negotiation, and interpersonal skills. • Ability to work collaboratively across multiple departments, including technical, sales, and support teams. • Familiarity with CRM tools (e.g., Salesforce) and key account planning methodologies. • Self-motivated, organized, and capable of working independently. • Strong problem-solving skills and ability to quickly address and resolve customer issues. • Passionate about delivering an exceptional customer experience.

Benefits

• Multiple Medical plans (one with $0 employee premium option) • Dental & Vision plans • 401k with company match and immediate vesting • Generous paid time off package and 11 paid holidays • And much more!