Customer Success Manager

Customer Success Manager (CSM) – Job Description

Role Overview

The Customer Success Manager is responsible for building strong relationships with customers, driving product adoption, ensuring customer satisfaction, and reducing churn. The goal is to help customers realize maximum value, leading to retention and growth.

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Key Responsibilities

• Customer Onboarding & Enablement • Guide new customers through onboarding and implementation • Provide product training and best practices • Ensure a smooth transition from sales to active use
• Relationship Management • Act as the main point of contact for assigned customers • Build long-term, trusted relationships with stakeholders • Conduct regular check-ins and business reviews (QBRs)
• Customer Retention & Growth • Monitor customer health and usage metrics • Identify risks and proactively prevent churn • Upsell and cross-sell additional products/services where appropriate
• Product Adoption & Value Realization • Help customers achieve their goals using the product • Drive feature adoption and engagement • Share use cases and success strategies
• Issue Resolution & Advocacy • Coordinate with support and technical teams to resolve issues • Represent customer feedback internally to improve product/service • Act as the customer’s advocate within the company
• Data & Reporting • Track KPIs such as churn rate, retention, NPS, and expansion revenue • Maintain CRM records and customer success plans • Provide insights and reporting to management

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Key Skills & Qualifications • Strong communication and interpersonal skills • Relationship-building and stakeholder management • Problem-solving and critical thinking • Analytical mindset (comfortable with data and metrics)