Manager - Customer Success - IT

Job Summary:

We're looking for a proactive and empathetic Customer Success Manager to join our team and champion the customer experience. You'll be the trusted advisor for our clients, guiding them through onboarding, adoption, and growth. Your mission: ensure customers achieve their desired outcomes while maximizing the value of our products and services.

Key Responsibilities:

Customer Onboarding & Engagement

- Lead onboarding sessions and ensure smooth product implementation

- Build strong relationships with customers to understand their goals

- Monitor account health and proactively address concerns

Retention & Growth:

- Drive customer satisfaction and reduce churn

- Identify upsell and cross-sell opportunities

- Collaborate with Sales and Product teams to align solutions with customer needs

Advocacy & Feedback:

- Act as the voice of the customer internally

- Collect and share customer feedback to inform product development

-Promote customer advocacy through case studies, testimonials, and referrals

Reporting & Strategy:

- Track key metrics like NPS, CSAT, and renewal rates

- Develop success plans and quarterly business reviews (QBRs)

- Contribute to building scalable customer success processes

Required Skills & Qualifications:

- Degree in Business, Marketing, or related field

- 2+ years of experience in customer success, account management, or client services

- Strong communication and relationship-building skills

- Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms

- Ability to analyze data and translate insights into action

- Empathy, patience, and a genuine desire to help customers succeed

Preferred Qualifications:

- Experience in SaaS or tech environments

- Knowledge of onboarding frameworks and customer journey mapping

- Certification in Customer Success (e.g., Gainsight, SuccessHACKER)