Customer Success Manager
Skills
- Strong communication skills for presenting complex ideas clearly.
- Critical thinking and problem-solving with ability to synthesize complex information.
- Capability to communicate effectively with technical and non-technical stakeholders.
- Basic project management skills including scheduling, budgeting, and reporting.
- Leadership and project management abilities.
Responsibilities
- Lead end-to-end customer onboarding, aligning on goals and supporting implementation.
- Guide customers through change management including training and business process alignment.
- Build and maintain strategic relationships with key stakeholders as a trusted advisor.
- Maintain deep product expertise to provide expert guidance on platform usage.
- Identify and cultivate customer success stories and advocacy.
- Proactively identify upsell and cross-sell opportunities with Sales collaboration.
- Coordinate resolution of complex customer issues in a timely and effective manner.
- Capture and synthesize customer feedback to inform product and service improvements.
- Manage renewal cycles focusing on maximizing customer retention.
- Monitor key success metrics through business reviews and governance meetings.
- Provide expertise and guidance to team members and lead complex projects.
- Contribute to departmental strategy development and continuous skills improvement.
Education
- Bachelor’s degree in related field.
Benefits
- Discretionary annual bonus.
- Health insurance.
- Retirement savings benefits.
- Life insurance and disability benefits.
- Parental leave.
- Paid time off for sick leave and vacation.
Average salary estimate
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