Customer Success Manager

Department: Customer Success
Reports To: Sr Manager Customer Success

Role Overview

We are seeking a proactive and strategic Customer Success professional responsible for managing the full customer lifecycle after the sale, from onboarding through long-term growth and retention.

This role ensures customers successfully adopt our solutions, realize measurable value, and continue expanding their use of our products and services. The Customer Success Manager serves as a trusted advisor to customers while also acting as the internal voice of the customer.

This role plays a critical part in driving customer retention, product adoption, and revenue growth.

Key Responsibilities

Customer Onboarding and Value Realization

• Lead customers through structured onboarding from contract signature through successful go-live
  • Develop onboarding success plans to ensure customers achieve their initial objectives
  • Coordinate onboarding activities across Sales, Support, Product, and Implementation teams
  • Ensure customers are enabled with the knowledge and tools required to use the platform effectively
  • Drive early product adoption and ensure customers achieve value quickly

Customer Growth and Relationship Management

• Serve as the primary point of contact for assigned accounts post-sale
  • Build strong, trusted relationships with key stakeholders
  • Identify opportunities for account growth, product expansion, and additional services
  • Partner with Sales on expansion opportunities and renewals
  • Ensure customers continue to increase their adoption and utilization of the platform

Customer Retention and Health Management

• Monitor customer health indicators and engagement metrics
  • Proactively identify risks to customer satisfaction or retention
  • Work cross-functionally to resolve issues impacting customer success
  • Ensure customers consistently receive the maximum value from our products and services

Voice of the Customer

• Capture customer feedback and identify trends impacting adoption or satisfaction
  • Advocate internally for improvements to product, onboarding, and customer experience
  • Provide structured feedback to Product, Sales, and leadership teams

Systems and Operational Excellence

• Maintain accurate account documentation and activity tracking within CRM systems
  • Track onboarding progress, customer engagement, and account health metrics
  • Manage cases or escalations within ticketing platforms when needed
  • Contribute to building scalable customer success processes and playbooks

Required Qualifications

• 2–5 years experience in Customer Success, Account Management, or SaaS onboarding
  • Experience managing customer relationships and driving adoption of software solutions
  • Strong communication and relationship-building skills
  • Ability to manage multiple accounts simultaneously
  • Strong project management and organizational skills
  • Experience working with CRM platforms
  • Experience using ticketing or case management systems
  • Ability to collaborate cross-functionally across Sales, Support, and Product teams

Nice to Have

• Experience with Zendesk
  • Experience with Microsoft Dynamics (Dynamics 365 CRM)
  • Experience in SaaS, fintech, payments, or IoT environments
  • Experience managing onboarding programs or customer lifecycle frameworks

What Success Looks Like

• Customers onboard successfully and go live on time
  • Strong product adoption within the first 90 days
  • High customer satisfaction and engagement
  • Increased product utilization across accounts
  • Identification of expansion and upsell opportunities
  • Strong retention and long-term customer relationships