Customer Success Manager

Job Description:

Customer Success Manager

Position Overview:

We are seeking a dynamic and customer-focused Customer Success Manager (CSM) to join our team. The ideal candidate will be responsible for building strong relationships with our customers, ensuring they achieve their desired outcomes with our solutions, and driving long-term value. This role involves managing customer cases, resolving issues efficiently, and proactively identifying potential operational challenges with actionable recommendations to enhance the customer experience.

Key Responsibilities:

• Customer Relationship Management: Serve as the primary point of contact for customers, building strong, trusted partnerships to ensure satisfaction and retention.
• Case Management & Issue Resolution: Manage and track customer cases from submission to resolution, collaborating with internal teams to drive timely and effective issue resolution.
• Proactive Problem-Solving: Identify operational challenges and inefficiencies before they impact the customer; develop and present actionable recommendations to prevent potential issues.
• Customer Advocacy: Represent the voice of the customer internally, collaborating with product, engineering, and support teams to address customer needs and provide feedback for continuous improvement.
• Customer Onboarding & Enablement: Guide customers through onboarding, ensuring smooth implementation and training, and setting them up for long-term success.
• Performance Monitoring & Reporting: Monitor customer health metrics, track usage patterns, and identify risks or upsell opportunities to drive increased adoption and retention.
• Cross-Functional Collaboration: Work closely with support, sales, and product teams to ensure alignment and that customers receive a seamless experience.
• Escalation Management: Proactively handle escalated issues, working with internal teams to address concerns and communicate resolution plans to customers.
• Customer Success Planning: Develop customer success plans with measurable goals aligned to customer outcomes, ensuring a clear roadmap for success.
• Continuous Improvement: Stay up to date with industry trends, best practices, and product updates to provide the most relevant advice and solutions to customers.

Required Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field, or equivalent experience.
• 3-5 years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in a SaaS or technology environment.
• Strong communication and interpersonal skills with the ability to engage and influence stakeholders at all levels.
• Experience in case management and driving issue resolution within cross functional teams.
• Demonstrated ability to proactively identify operational issues and provide actionable recommendations.
• Analytical mindset with the ability to interpret data, identify trends, and make informed decisions.
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Zendesk).
• Strong organizational and time-management skills with the ability to manage multiple priorities effectively.
• A customer-centric mindset with a passion for problem-solving and continuous improvement.

Preferred Skills:

• Experience working in the networking, technology, or SaaS industries.
• Understanding of product lifecycle management (PLM) and customer support processes.
• Knowledge of escalation management and troubleshooting workflows.

This role is ideal for individuals who thrive in customer-facing environments and are passionate about building meaningful relationships while driving results. If you’re proactive, analytical, and committed to delivering exceptional service, we’d love to hear from you