Customer Success Manager

You are a customer-focused professional with experience managing and growing client relationships in a fast-paced environment. You proactively address customer needs, drive engagement, and collaborate cross-functionally to maximize value. Skilled in renewals, upselling, and problem-solving, you anticipate challenges and ensure long-term customer success.

What You’ll Be Doing

• Customer Relationship Management – Own customer relationships during onboarding and throughout, ensuring engagement and long-term success.
• Onboarding & Business Reviews – Guide new customers and conduct regular check-ins to assess value and identify opportunities.
• Renewals & Expansion – Lead renewals and uncover upsell/cross-sell opportunities.
• Churn Prevention – Proactively mitigate risks by addressing concerns early and implementing solutions.
• Product Expertise & Training – Stay updated on product changes and ensure customers maximize platform usage.
• Customer Feedback & Advocacy – Gather insights to influence product improvements and advocate for customer needs.
• Escalation Management – Work cross-functionally to resolve issues quickly and effectively.
• Operational Excellence – Maintain accurate data in Gainsight, follow processes, and provide timely customer support.
• Collaboration & Influence – Partner with product, sales, and support teams to drive customer success and business impact.

What We’re Looking For

• Experience with customer success platforms like Gainsight, Hubspot, or similar tools
• Strong communication, relationship management and customer engagement skills
• Confident presenter with the ability to convey insights effectively
• Skilled in problem solving and critical thinking to navigate customer challenges
• Self driven with a strong ability to recognize and address churn risks early
• Proficient in data analysis and reporting, translating insights into actionable strategies
• Strategic in managing multiple accounts, ensuring engagement and long-term success
• Deep understanding of SaaS business models and customer lifecycle management
• Expertise in upselling, cross-selling, and renewal strategies to drive revenue growth
• Knowledgeable in customer feedback processes and their role in product and service improvements
• Able to collaborate across teams (product, sales, support) to enhance customer successFlexible and adaptable in a fast-paced environment, responding to evolving business needs
• Customer advocate who balances client priorities with business objectives