Customer Success Manager I

Job Title

Job Description

Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention.

Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions.

Lead and execute on-time client implementations while ensuring seamless onboarding and integration.

Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimise customer success.

Act as a key liaison for customer feedback, translating business needs and product requirements into actionable solutions.

Maintain close collaboration with internal teams to ensure alignment, streamline processes, and meet customer expectations.

Configure test, and validate customer accounts to confirm that products meet business needs and function as intended.

Work cross-functionally within the Customer Success team to share knowledge, provide updates on customer engagements, and ensure smooth customer experiences.

Adapt quickly to product updates, feature releases, and changes, providing strategic communication to stakeholders.

Identify missed opportunities within customer accounts, driving adoption and maximising value through proactive training and support.

Consult with clients on priorities related to upcoming feature roadmaps and product enhancements.

Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency.

Demonstrate technical acumen by developing workable solutions aligned with customer goals.

Resolve issues and risks through collaborative, cross-functional efforts.

Stay up to date with product developments, maintain expertise in features and functionality, and deliver consistent education to customers.

Exhibit a team-oriented attitude and a strong passion for customer success.

Take ownership of short-turnaround projects and deliver results under tight deadlines.

Continuously improve customer relationship management processes to ensure optimal customer outcomes.

Perform other duties as assigned in response to evolving business needs.

Experience/Education/Certifications Required:

Bachelor's Degree or equivalent SaaS experience is strongly preferred. At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization.

Prior experience using HighLevel or other similar vertical solutions preferred.

Proficiency in applications such as MS Office, Google Suite, Zoom, and Slack is strongly preferred.

Demonstrates excellent time management, organizational abilities, and exceptional interpersonal communication skills, both verbal and written.

Self-motivated and proactive in maintaining regular communication with customers, management, and peers to ensure alignment and progress.

Exhibits strong critical thinking, effective communication, and creative problem-solving skills to address challenges and deliver solutions.

Skilled in managing sensitive customer issues with professionalism, tact, and diplomacy.

Operates as a self-starter with a positive attitude, a strong sense of ownership, and a commitment to personal and professional growth within a dynamic team environment.

Adept at multi-tasking and navigating ambiguity in a fast-paced, collaborative workplace, ensuring priorities are managed effectively.

Highly organized and capable of balancing multiple responsibilities while meeting deadlines and maintaining attention to detail.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government record keeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.