Customer Success Manager

Role Overview

We are looking for a proactive, customer-focused Customer Success Manager to help customers achieve meaningful value from our products and services. This role will serve as a key point of contact throughout the customer journey, supporting onboarding, adoption, engagement, issue resolution, and ongoing relationship management.

The ideal candidate is an excellent communicator, highly organized, comfortable working cross-functionally, and motivated by creating outstanding customer experiences.

Key Responsibilities

• Manage day-to-day relationships with assigned customers and serve as a trusted point of contact.
• Maintain 120+ minutes of customer-facing talk time daily across calls, demos, onboarding sessions, and other client touchpoints.
• Guide new customers through onboarding, implementation, training, and early product adoption.
• Develop a strong understanding of each customer's goals, workflows, and success criteria.
• Proactively engage customers to increase product adoption, satisfaction, and long-term value.
• Monitor customer health, usage, feedback, and engagement to identify risks and opportunities.
• Respond to customer questions and coordinate timely resolution of product or service issues.
• Conduct regular customer check-ins and communicate relevant product updates, best practices, and recommendations.
• Identify at-risk accounts and develop action plans to improve engagement and retention.
• Gather, document, and communicate customer feedback to Product, Sales, Operations, and other internal teams.
• Support renewals, expansion opportunities, and customer advocacy initiatives where appropriate.
• Maintain accurate customer records, interactions, action items, and account information in CRM and related systems.
• Track and report on customer success metrics, trends, risks, and outcomes.
• Contribute to the development of customer success playbooks, onboarding materials, FAQs, and other scalable resources.

Qualifications

• 5+ years of experience in Customer Success, Account Management, Customer Support, Client Services, or a related customer-facing role.
• Strong written and verbal communication skills.
• Excellent relationship-building and interpersonal skills.
• Comfortable spending a significant portion of the workday actively communicating with customers by phone or video.
• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously.
• Analytical and problem-solving mindset with strong attention to detail.
• Ability to understand customer needs and translate them into clear actions and solutions.
• Comfortable collaborating across Sales, Product, Operations, and Support teams.
• Experience using CRM, customer success, ticketing, or project management platforms is preferred.
• Comfortable learning new technology and explaining products or workflows to customers.
• Ability to work independently while contributing effectively within a collaborative team environment.

Success in This Role

Success will be measured through a combination of:

• 120+ minutes of meaningful customer-facing talk time per day
• Customer satisfaction and relationship quality
• Successful onboarding and time-to-value
• Product adoption and customer engagement
• Customer retention and renewal performance
• Identification and mitigation of customer risks
• Quality and responsiveness of customer communication
• Accuracy of CRM and customer documentation
• Customer feedback and advocacy
• Contribution to scalable Customer Success processes

Core Competencies

Customer First: Understand customer objectives and advocate for solutions that create measurable value.

Ownership: Take responsibility for customer needs and follow through until issues and action items are resolved.

Communication: Communicate clearly, professionally, and proactively with customers and internal stakeholders.

Problem Solving: Identify root causes, evaluate options, and coordinate practical solutions.

Collaboration: Work effectively across teams to deliver a consistent customer experience.

Continuous Improvement: Look for opportunities to improve processes, resources, and the overall customer journey.