Customer Success Manager

Key Responsibilities

Own and manage the end‑to‑end customer lifecycle for global accounts, including onboarding, adoption, growth, renewal, and churn prevention.
Lead structured onboarding programs, ensuring customers are set up for success with clear objectives, milestones, and timelines.
Build and maintain strong relationships with stakeholders across regions and time zones.
Serve as a trusted advisor, providing best‑practice guidance and helping customers realize measurable business impact.
Monitor customer health, product usage, and engagement trends to proactively identify risks and opportunities.
Conduct regular business reviews to align on goals, share insights, and drive continuous improvement initiatives.
Identify expansion opportunities within existing accounts and collaborate with Sales or Account Management teams to drive growth.
Own the renewal strategy and execution to ensure high retention rates.
Gather and channel customer feedback to internal teams, offering structured insights that influence product and service improvements.
Support the creation of case studies and contribute to best‑practice documentation to enhance overall customer success efforts.

Requirements

4–7 years of experience in B2B consulting, customer success, account management, or related fields.
Proven post‑sales experience in the IT or SaaS industry.
Experience working with corporate clients, ideally in solution‑based or consultative environments.
Familiarity with customer engagement tools such as Salesforce, Gainsight, or similar platforms.