We are looking for a dedicated and results-driven Customer Success Manager to join our team. In this role, you will be responsible for ensuring our customers achieve their desired outcomes with our products and services. You will drive customer satisfaction, retention, and growth, while collaborating closely with cross-functional teams to deliver a seamless and impactful customer journey. This is a KPI-driven position, with success measured by customer satisfaction, adoption, retention, and account expansion.
Responsibilities
- Serve as the primary point of contact for enterprise customers, managing onboarding, adoption, renewals, and ongoing relationship building.
- Guide new customers through the onboarding process, ensuring a smooth transition and immediate value realization.
- Proactively engage with customers to understand their business needs, maximize their use of our solutions, and address any potential issues before they arise.
- Gather and analyze customer feedback to ensure their requirements are met and identify opportunities for account growth.
- Act as a liaison between customers and internal teams-including Sales, Pre-sales, Product, Engineering, and Project Management-to drive successful solution adoption.
- Align customer success plans with account and product team priorities, developing billable work programs that deliver strategic outcomes in line with our product and service roadmap.
- Collaborate with support teams to resolve customer issues efficiently and effectively.
- Monitor customer health metrics and develop strategies to improve satisfaction and retention.
- Build and deliver reporting capabilities that provide customers with insights into our services, deliveries, and offerings.
- Identify and pursue opportunities to expand customer accounts through upselling and cross-selling.
- Relay customer feedback to internal Product and Engineering teams to influence product and service roadmap prioritization.
- Prepare and submit comprehensive monthly and quarterly service reports, ensuring service level performance meets or exceeds expectations.
Must-Have Skills
- Experience in a customer-facing role within a product vendor, service provider, system integrator, or value-added distributor-ideally as a Customer Success Manager or in a sales-oriented systems consulting role in IT or business domains.
- Strong presentation, communication, and interpersonal skills, with excellent problem-solving abilities.
- Ability to work independently and collaboratively within a matrix organization.
- Proven ability to manage multiple concurrent activities across various accounts with minimal supervision.
- Strong capability to work across time zones with geographically dispersed and diverse teams and stakeholders.
- Ability to estimate, justify, and manage costs, schedules, scopes, and change requests end-to-end.
Good-to-Have Skills
- Cross-functional experience in presales, planning, deployment, or support operations.
- A proactive, customer-centric mindset with a passion for helping others succeed.
- Project management or technical customer service experience.
- Comfortable engaging with and presenting to senior management and C-level executives.
- Familiarity with Agile frameworks or methodologies.
- Relevant certifications in Service Management (ITIL), Project Management (APM, CPM, PMI, or PRINCE2), Change Management, or equivalent qualifications.
Requirements
- Minimum of 5 years experience in Customer Success, Consultancy, Account Management, or a related role, preferably within the IT or Telecom industry.
- Professional Diploma or Degree in Computer Science, Business Management, or a related field.
- Willingness and ability to travel as required.
