Tatvic Analytics - Customer Success Manager

Key Responsibilities:

- Serve as the primary point of contact for customers throughout their lifecycle, from onboarding to scaling and transformation.

- Own overall customer relationships, focusing on increasing adoption, retention, and satisfaction.

- Establish a trusted advisor relationship with clients, ensuring they derive ongoing value from our products and services.

- Assist customers in setting and achieving critical goals and key performance indicators (KPIs).

- Work closely with the support team to ensure timely resolution of customer issues and escalate cases when necessary.

- Coordinate and schedule onsite product training sessions to help customers maximize product utilization and scalability.

- Advocate for customer needs and work with the Product and Engineering teams to prioritize bug fixes and enhancement requests.

- Develop and nurture customer advocacy by working with the Marketing team to create case studies, video testimonials, and recruit speakers for events.

- Identify upsell and cross-sell opportunities, working with the Sales team to drive revenue growth and customer renewals while reducing churn.

- Schedule and conduct cadence calls with customers on a weekly or bi-weekly basis to review their production environment and address any concerns.

- Organize Quarterly Business Reviews (QBRs) to assess customer progress and develop long-term strategic plans.

Qualifications & Skills:

- Masters degree in Business, Marketing, or a related field.

- 3+ years of experience in Customer Success, Account Management, or a related role.

- Strong problem-solving skills with a customer-centric approach.

- Excellent communication and interpersonal skills.

- Ability to work cross-functionally with Sales, Support, and Product teams.

- Proficiency in CRM software and customer success tools.

- Strong analytical skills to assess customer data and drive actionable insights.

- Experience in SaaS or IT product-based environments is a plus