Customer Success Manager

Position: Customer Success Manager

Overview

Key Responsibilities

• Client Relationship Management

  : Serve as the trusted advisor and primary contact for a portfolio of enterprise clients.
• Build and maintain relationships across all levels within the client’s organization, including IT leaders, decision-makers, and key influencers.
• Regularly engage with clients to understand their business goals, challenges, and success metrics.

• Customer Success Strategy

  : Develop and execute tailored customer success plans for each client, ensuring alignment with their business objectives.
• Proactively identify opportunities to optimize the client experience and deliver additional value through the company's solutions, products, and services.
• Conduct regular check-ins and business reviews to measure progress and drive ongoing client success.

• Account Growth & Retention

  : Identify upsell and cross-sell opportunities to expand the footprint of the company’s offerings within assigned accounts.
• Collaborate with internal sales teams to structure and negotiate contracts, ensuring alignment with client needs and company goals.
• Develop and implement strategies to improve client retention and loyalty.

• Problem Resolution & Advocacy

  : Act as a liaison between clients and internal teams to resolve escalated issues and ensure seamless delivery of solutions.
• Advocate for client needs within the organization to enhance product and service offerings.

• Reporting & Insights

  : Compile and present detailed reports on account performance, client satisfaction, and key metrics to internal stakeholders and client teams.
• Utilize data to forecast client growth potential and provide actionable recommendations for improvement.

• Project Management

  : Collaborate with implementation and support teams to ensure timely and successful delivery of solutions.
• Monitor project timelines and maintain accountability for achieving agreed milestones and outcomes.

Qualifications

• Graduate in any stream with proven experience of minimum 5+ years in Customer Success, Account Management, or a related client-facing role.
• Strong ability to manage and grow relationships with multiple enterprise clients.
• Excellent problem-solving skills and the ability to address client challenges effectively.
• Strong analytical and reporting skills, with experience in compiling insights and recommendations.
• Exceptional communication, presentation, and negotiation skills.
• Familiarity with CRM tools and customer success platforms is a plus.
• Ability to manage multiple priorities in a fast-paced environment.

Key Metrics for Success

• Client retention rate.
• Net Promoter Score (NPS) or other customer satisfaction metrics.
• Account revenue growth and upsell/cross-sell achievements.