The organization is seeking an experienced Customer Success Manager to serve as a liaison between customers, business development, operations, and other internal teams. This role supports customer retention and growth by strengthening relationships, improving onboarding, overseeing renewals, and driving account strategy.
The Customer Success Manager will work closely with operational leaders to execute retention strategies, support upsell and cross sell opportunities, and ensure customers receive consistent value throughout their lifecycle.
Major Responsibilities
• Support a designated region in achieving customer retention and growth goals while building strong customer relationships.
• Partner with operational leaders to develop and execute account plans focused on retention and revenue expansion.
• Support the development and use of customer engagement and account management tools within CRM systems.
• Communicate product and service offerings to help customers understand value and competitive advantages.
• Partner with operations to onboard new customers and track shared success metrics.
• Coordinate with operations, business development, and marketing to ensure consistent messaging and high satisfaction.
• Lead customer check ins, business reviews, and technology adoption efforts.
• Monitor account health within CRM systems and coordinate corrective actions when needed.
• Identify new business opportunities within existing accounts.
• Work closely with customers to understand needs, resolve issues, and improve the overall customer experience.
• Track success metrics and KPIs for large or at risk accounts.
• Document and escalate recurring customer concerns for resolution.
• Maintain accurate CRM data and support broader CRM adoption.
• Provide competitive insights and product enhancement feedback.
• Perform other related duties as needed.
Minimum Education
• Bachelor’s degree or equivalent experience, or 3–5 years of related work.
Minimum Experience & Skills
• At least 3 years of customer success or account management experience.
• Strong track record of building and growing customer relationships.
• Ability to understand customer needs and advocate on their behalf.
• Excellent written communication and attention to detail.
• Experience with CRM software; Salesforce preferred.
• Proficiency with standard office software.
• Strong prioritization, problem solving, and project management skills.
• Ability to work independently and meet deadlines.
• Understanding of business and management principles.
