Customer Success Manager

The Customer Success Manager, CSM, plays a crucial role in ensuring customer satisfaction and driving long-term customer relationships. This position is responsible for managing a portfolio of key accounts, fostering strong customer relationships, and driving customer success throughout the entire customer lifecycle.

Core Responsibilities:

• Account Management: Serve as the primary point of contact for assigned customer accounts, building strong relationships and addressing their needs.

• Onboarding and Adoption: Onboard new customers, ensuring a smooth transition and maximizing product and services adoption.

• Customer Health: Monitor customer health metrics, identify potential risks, and proactively address issues to maintain customer satisfaction and prevent churn.

• Data and Analysis: Conduct regular meetings with accounts and provide meaningful data points that focus on account highlights and areas of improvement. This can include reports from internal systems, and escalated tickets and repairs.

• Renewal Management: Work closely with the sales team to ensure successful renewal of customer contracts.

• Upselling and Cross-Selling: Identify opportunities to upsell additional products or services to existing customers, increasing revenue, and customer value.

• Customer Feedback: Gather customer feedback, analyze trends, and provide insights to inform product development and improvement.

• Reporting: Prepare regular reports on customer account health to inform strategic decision-making.

• Learning and Growth: Maintain a deep understanding of the company’s products, systems, and services. Utilizing Salesforce, PowerBI, Excel, Repair Engine, Trainual, and other tools as needed.

Minimum Qualifications and Preferred Experience

• A minimum of 3 years of prior customer service experience, preferably in the technology sector.

• Proficiency in Google Suite, Salesforce and MS Office Suite required.

• Proven success in driving sales with customer retention and renewals.

• Must have strong organizational skills and practices.

• Willingness to travel up to 20% during peak seasons.

• This job description is not exhaustive and may include additional responsibilities as needed.