Customer Success Manager - SaaS

We are looking for a proactive and empathetic Customer Success Manager (CSM) to join our growing team.

In this role, you'll be the trusted advisor for our clients, helping them get maximum value from our products and services.

Youll be responsible for onboarding, engagement, retention, and expansion, working closely with cross-functional teams to ensure an exceptional customer experience throughout the lifecycle.

If you are passionate about building strong relationships, solving customer problems, and driving user success we want to talk to you!

Key Responsibilities

- Customer Onboarding: Lead new client onboarding sessions, ensuring smooth product implementation, training, and early adoption success.

- Relationship Management: Act as the primary point of contact for assigned accounts, building trusted relationships with key stakeholders.

- Customer Advocacy: Understand customer goals and use cases, and advocate internally for their needs to ensure product fit and satisfaction.

- Retention & Engagement: Monitor customer health scores, usage data, and satisfaction indicators.

- Proactively identify risks and drive initiatives to improve customer retention and engagement.

- Cross-functional Collaboration: Work with Product, Sales, Marketing, and Support teams to ensure a seamless and responsive experience for clients.

- Account Expansion: Identify opportunities for upselling and cross-selling based on client needs and product offerings.

- Partner with Sales when appropriate.

- Feedback Loop: Gather and communicate customer feedback to the Product and Engineering teams to influence the roadmap and improvements.

- Reporting & Metrics: Maintain accurate customer records and track key performance metrics (NPS, churn, renewal rate, etc.) using CRM and customer success tools.

Required Skills & Qualifications

- Educational Background: Bachelors degree in Business, Marketing, Communications, or a related field.

- Experience: 2-5 years of experience in Customer Success, Account Management, or a client-facing role in a SaaS or tech-driven company.

- Communication Skills: Excellent written and verbal communication.

- Comfortable leading meetings, delivering presentations, and explaining complex topics simply.

- Empathy & Relationship Building: Strong interpersonal skills with the ability to connect, build rapport, and maintain trust with customers across levels.

- Tech Savvy: Proficient in using customer success tools, CRMs (e., Salesforce, HubSpot), and data platforms.

- Ability to quickly understand and explain software products.

- Problem Solver: A self-starter who is resourceful, detail-oriented, and passionate about helping customers succeed.

- Time Management: Strong organizational skills with the ability to manage multiple customer relationships and priorities simultaneously