Job Title: Customer Success Manager
Department: Customer Success / Customer Experience
Reports To: Director of Customer Success or Head of Customer Experience

Job Summary:
The Customer Success Manager (CSM) is responsible for building strong relationships with customers and ensuring they achieve their desired outcomes using the company’s products or services. This role focuses on customer satisfaction, retention, and long-term success by proactively supporting clients, resolving issues, and identifying opportunities for growth.

Key Responsibilities

Develop and maintain long-term relationships with customers
Ensure customers successfully adopt and use the company’s products or services
Serve as the primary point of contact for assigned accounts
Monitor customer health, satisfaction, and engagement
Identify opportunities for upselling or cross-selling additional products or services
Collaborate with sales, product, and support teams to meet customer needs
Provide onboarding and training for new customers
Track customer feedback and communicate insights to internal teams
Reduce customer churn and increase retention rates

Required Skills and Qualifications

Bachelor’s degree in Business, Marketing, Communications, or related field
Strong relationship-building and communication skills
Excellent problem-solving and conflict-resolution abilities
Ability to manage multiple client accounts simultaneously
Experience with CRM software and customer success platforms
Strong organizational and time-management skills

Preferred Qualifications

2–5+ years of experience in customer success, account management, or client services
Experience in SaaS, technology, or service-based industries
Knowledge of customer lifecycle management and retention strategies
Data analysis and reporting skills

Key Performance Metrics (KPIs)

Customer retention rate
Customer satisfaction (CSAT)
Net Promoter Score (NPS)
Product adoption and usage rates
Customer lifetime value (CLV)

Work Environment

Office, hybrid, or remote depending on the company
Frequent communication with clients via meetings, calls, and emails
Collaboration with sales, product, and support teams

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