Manager - Customer Success - IT

Job Summary:

- We are looking for a proactive and customer-focused Customer Success Manager (CSM) to join our team.

- As a CSM, you will act as the main point of contact for our customers post-sale, ensuring they achieve their goals and derive maximum value from our product or service.

- You will build strong relationships, drive user engagement, reduce churn, and contribute to customer growth and retention.

Key Responsibilities:

- Own the customer lifecycle from onboarding through renewal and expansion.

- Develop strong, trusted relationships with key customer stakeholders.

- Provide training, support, and best practices to help customers succeed.

- Monitor customer health and usage metrics to proactively address risks or opportunities.

- Serve as the voice of the customer internally by providing feedback to product, support, and sales teams.

- Collaborate with cross-functional teams to resolve customer issues and ensure satisfaction.

- Identify upsell and cross-sell opportunities in coordination with the sales team.

- Conduct regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning with clients.

- Maintain accurate records of customer interactions in CRM tools.

Required Skills & Qualifications:

- Bachelor's/master's degree in Business, Communications, or a related field.

- 3-5+ years of experience in a customer-facing role (Customer Success, Account Management, or Support).

- Strong interpersonal and communication skills-written and verbal.

- Ability to manage multiple accounts and projects simultaneously.

- Proficient with CRM tools (e.g,, Salesforce, HubSpot, or Gainsight).

- Customer-centric mindset with a focus on outcomes and long-term value.

- Problem-solving attitude and high emotional intelligence