Customer Success Manager

Role Overview

We are looking for a Customer Success Manager to build strong, long-term relationships with customers

and ensure they achieve maximum value from our solutions. The ideal candidate will be responsible for

onboarding customers, driving product adoption, improving retention, and identifying opportunities for

account growth. This role will act as a trusted advisor to clients and work cross-functionally to ensure a

seamless post-sales experience.

Key Responsibilities

• Serve as the primary point of contact for customers after onboarding and throughout their lifecycle.
• Lead customer onboarding by ensuring smooth implementation, product adoption, and user training.
• Build strong relationships with key stakeholders and act as a trusted advisor for customer needs.
• Develop and execute strategies to improve customer satisfaction, retention, and long-term account growth.
• Conduct regular business reviews to demonstrate product value, ROI, and identify opportunities for optimization.
• Monitor customer health metrics, product usage, and engagement to proactively identify risks and prevent churn.
• Resolve customer concerns by collaborating with internal teams such as product, support, implementation, and sales.
• Identify upsell, cross-sell, and renewal opportunities and coordinate with the sales team where required.
• Gather customer feedback and advocate for customer needs with internal stakeholders.
• Maintain accurate records of customer interactions, progress updates, and feedback in CRM systems.
• Stay updated on product enhancements, customer use cases, and industry trends to better support clients.

Required Skills & Qualifications

• Proven experience in Customer Success, Account Management, Client Relationship Management, or similar roles.
• Strong stakeholder management and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple customer accounts simultaneously.
• Experience conducting business reviews and driving customer adoption.
• Strong organizational and project management skills.
• Familiarity with CRM tools and customer success platforms.
• Analytical mindset with ability to interpret customer health metrics and usage trends.

Preferred Qualifications:

• Experience working in IAM, SaaS, enterprise technology, or digital transformation environments.
• Experience handling renewals, upselling, or account expansion opportunities.
• Understanding of customer lifecycle management and retention strategies.

Key Success Metrics

• Customer Retention Rate
• Customer Satisfaction (CSAT/NPS)
• Product Adoption & Engagement Metrics
• Renewal Rate
• Upsell/Cross-sell Revenue Contribution
• Reduction in Churn Risk
• Customer Reference Development