The Role
The Customer Success Manager (CSM) owns a portfolio of customers, driving adoption, value realization, and long‑term retention. The CSM acts as a strategic advisor, aligning the product to customer business goals, coordinating internal resources, and identifying growth opportunities.
Key responsibilities:
● Build and maintain strong relationships with key stakeholders (executive sponsors, champions, and power users) across assigned accounts.
● Lead onboarding and adoption plans in partnership with Implementation, ensuring customers achieve time‑to‑value targets.
● Monitor customer health using usage data, support trends, and sentiment to proactively address risk and identify expansion opportunities.
● Conduct regular check‑ins and executive business reviews to present outcomes, roadmap updates, and joint success plans.
● Partner with Sales on renewals and upsell motions by identifying additional use cases, user groups, or modules that can deliver value.
● Coordinate with Support, Product, and Engineering to resolve complex issues, advocate for customer needs, and manage expectations.
● Capture and share customer feedback, case studies, and success stories to inform product strategy and marketing.
● Mentor junior team members and contribute to refining playbooks, health scoring models, and success metrics.
Requirements
● Product / Service Knowledge – Level 3
● Customer Communication – Level 3
● Technical Ability – Level 3
● Issue Resolution – Level 3
● Relationship Building – Level 4
● Project / Implementation Management – Level 3
● Data Analysis & Reporting – Level 3
● Strategic Thinking – Level 4
● Stakeholder Management – Level 3
● Leadership / Team Management – Level 2
● Process Improvement – Level 3
● Cultural Competence – Level 3
Qualifications
● 1-2 years in Customer Success, Account Management, or similar customer‑facing role, preferably in B2B/SaaS.
● Proven track record of managing a book of business and achieving retention/expansion targets.
● Strong analytical skills; comfortable working with customer data and dashboards.
● Excellent relationship‑building, communication, and influencing skills at multiple
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The Company
What We Do
Booth & Partners is a leading outsourcing and offshoring consulting firm that helps over 150 clients worldwide solve their talent and workspace challenges by specializing in building remote teams for startups and scaling businesses.
