Description
We are seeking a proactive and customer-focused Customer Success Manager. As a CSM, you will be the primary point of contact for our clients, ensuring they achieve their desired outcomes with our products or services. You will work closely with clients to understand their needs, provide support, and drive long-term relationships. Your goal is to maximize customer satisfaction, retention, and growth.
Job Responsibilities
Customer Relationship Management:
- Serve as the primary contact for onboarding, training, and ongoing support for customers.
- Build strong relationships with customers to understand their goals and ensure their success.
Onboarding & Training:
- Guide new customers through the onboarding process to ensure a smooth implementation of our product/service.
- Conduct product demonstrations and training sessions tailored to customer needs.
Customer Retention & Growth:
- Proactively monitor customer health and engagement, identifying risks and opportunities for expansion.
- Collaborate with sales and marketing teams to identify upsell or cross-sell opportunities.
Support & Issue Resolution:
- Act as the customer's advocate within the organization to resolve issues promptly.
- Coordinate with technical and product teams to address customer feedback and improve user experience.
Performance Metrics & Reporting:
- Track and analyze key metrics such as Net Promoter Score (NPS), churn rate, and customer satisfaction.
- Provide regular reports and insights to management on customer trends and areas for improvement.
