Customer Success Manager

Description:

The Customer Success Manager (CSM) is responsible for driving account growth by ensuring customer satisfaction, retention, and expansion. This role involves managing client relationships, overseeing service delivery, identifying upsell opportunities, and ensuring contract compliance. The CSM acts as the primary advocate for clients, collaborating with internal teams to deliver exceptional service across Engineering, Cloud Support, BPO, and InfoSec solutions.

Key Responsibilities:

• Account Management & Growth:

  • Develop strategies to retain, grow, and expand client relationships through upselling and cross-selling.

  • Serve as the primary point of contact for clients, ensuring their needs align with service offerings.

  • Monitor customer engagement, satisfaction, and usage trends to proactively address needs and identify growth opportunities.

  • Partner with the sales team to drive renewals, expansions, and contract negotiations.

• Client Success & Retention:

  • Build and nurture long-term relationships to improve satisfaction and reduce churn.

  • Conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) to align service delivery with client goals.

  • Oversee customer onboarding and handoff processes, ensuring smooth transitions and service alignment.

  • Advocate for clients internally to ensure consistent service quality and prompt issue resolution.

• Service Coordination & Delivery:

  • Act as a liaison between clients and internal teams to ensure smooth service execution.

  • Facilitate the resolution of service-related issues and escalations.

  • Work with service delivery teams to meet contractual obligations and SLAs.

• Contract & Financial Oversight:

  • Manage client contracts, ensuring compliance and driving timely renewals.

  • Collaborate with sales and finance teams to ensure accurate billing and resolve disputes.

  • Identify and mitigate contract risks that may affect retention or service delivery.

• Customer Insights & Strategic Reporting:

  • Conduct NPS and customer satisfaction surveys to track trends and identify areas for improvement.

  • Generate reports on client health, risks, growth opportunities, and retention metrics.

  • Provide feedback to product, sales, and service teams to enhance offerings and improve customer experience.

Required Skills:

• Bachelor's degree in Business, Marketing, Engineering, or a related field (MBA preferred).

• Minimum 2 years of account/client management and client success experience, with proven success in cross-selling, upselling, and building long-term relationships.

• Strong knowledge of sales engineering practices and experience leading technical sales support teams.

• Excellent communication, interpersonal, and stakeholder management skills.

• Strong analytical and strategic thinking, with the ability to align sales strategies with company goals.

• Commitment to ethical practices, integrity, and fostering a positive work environment.

• Experience in the technology industry.