Back
Customer Success Manager
Full-time
The Customer Success Manager is responsible for managing strategic customer relationships, driving product adoption, improving retention, and identifying growth opportunities across a portfolio of accounts. This role combines traditional customer success responsibilities with a modern, AI-enabled approach to customer engagement, operational efficiency, and data-driven decision making.
Key Responsibilities
Manage and grow strategic customer relationships across assigned accounts and territories.
Drive product adoption, engagement, retention, and customer satisfaction initiatives.
Develop customer success plans aligned to customer business objectives and measurable outcomes.
Lead onboarding, implementation support, and adoption for new and existing customers as a trusted advisor.
Utilize AI-powered engagement tools, CRM systems, and customer analytics to identify risks and growth opportunities.
Manage renewals, retention strategies, and churn reduction, and identify expansion, upsell, and cross-sell opportunities.
Experience & Qualifications
2-5 years in Customer Success, Account Management, SaaS Consulting, Customer Experience, or related client-facing roles.
Strong understanding of SaaS customer lifecycle management, adoption strategies, health metrics, retention, and renewals.
Experience with AI-enabled tools, automation platforms, CRM systems, or customer intelligence technologies.
Strong analytical, communication, and problem-solving skills; knowledge of a foreign language (French, Spanish, Japanese, Korean, Chinese) is an added advantage.
