Customer Success Manager

Job Description: Customer Success Manager 

 

Position: Customer Success Manager

Location: [Location or Remote]

Type: Full-Time

 

About the Company:

We are a fast-growing B2B SaaS company delivering innovative software solutions that empower businesses to streamline operations and achieve scalable growth. Our customers are at the heart of our success, and we are seeking a passionate Customer Success Manager (CSM) to ensure they realize the full value of our platform. This role is essential in building strong relationships, driving product adoption, and ensuring customer satisfaction and retention.

 

Job Summary:

The Customer Success Manager will be responsible for managing relationships with assigned customers, ensuring they are fully utilizing our SaaS product to achieve their business objectives. You will work closely with customers throughout their lifecycle—from onboarding to renewal—helping them maximize the platform’s value and solving any issues along the way. You’ll act as the customer’s trusted advisor, offering product guidance and strategic insights to foster long-term partnerships and ensure customer success.

 

Key Responsibilities:

• Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth implementation and educating them on product functionality and best practices to ensure quick time-to-value.

• Customer Relationship Management: Build and nurture long-term relationships with key stakeholders at customer organizations, becoming a trusted partner who understands their business challenges and goals.

• Product Adoption: Monitor and drive product adoption and usage, ensuring customers are utilizing the platform to its fullest potential. Provide training, resources, and tailored recommendations to help customers achieve success.

• Proactive Engagement: Regularly engage with customers through check-ins, QBRs (Quarterly Business Reviews), and other touchpoints to review progress, offer strategic guidance, and address any concerns or roadblocks.

• Issue Resolution: Serve as the primary point of contact for customer issues, troubleshooting problems, coordinating with support and technical teams, and ensuring timely resolution.

• Customer Retention & Renewals: Drive customer satisfaction and retention by identifying and mitigating churn risks. Lead contract renewal discussions, ensuring that customers see the value of continued partnership with us.

• Cross-functional Collaboration: Work closely with sales, product, and support teams to relay customer feedback, advocate for customer needs, and influence product development and improvements.

• Upsell & Expansion Opportunities: Identify opportunities for upsell and cross-sell based on customer needs, and work with the sales team to expand product usage and drive additional value for customers.

• Customer Advocacy: Act as a customer advocate internally, helping to shape product roadmaps and service offerings based on customer feedback and industry insights.

• Customer Success Metrics: Track and report on key customer success metrics (e.g., NPS, product adoption, churn, renewal rate) to measure performance and identify areas for improvement.

 

Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience).

• 3+ years of experience in a customer success, account management, or client-facing role within a B2B SaaS company.

• Strong understanding of SaaS products and business models, with the ability to translate product capabilities into customer value.

• Excellent communication, interpersonal, and relationship-building skills.

• Ability to problem-solve and manage multiple customer accounts in a fast-paced environment.

• Experience with CRM platforms (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango).

• Proven track record of driving customer success, product adoption, and retention.

• Strong organizational and time management skills, with the ability to prioritize tasks effectively.

 

Preferred Skills:

• Experience working with mid-market or enterprise customers in a SaaS environment.

• Familiarity with customer success methodologies such as NPS, CSAT, or customer health scoring models.

• Understanding of specific verticals relevant to the company’s product offerings.

 

Compensation & Benefits:

• Competitive base salary + performance-based bonuses.

• Health, dental, and vision insurance.

• 401(k) or equivalent retirement plan.

• Paid time off and company holidays.

• Opportunities for professional development and career advancement.

• Flexible working environment (remote options available).

 

How to Apply:

Please submit your resume and a cover letter to [Email Address]. In your cover letter, please highlight your experience managing customer relationships and driving product adoption in a SaaS environment.