Act as the primary point of contact for assigned customers, building and nurturing strong, trust-based relationships.
Understand customer goals, challenges, and industry trends to provide strategic guidance and best practices.
Monitor customer usage and health metrics to identify opportunities for increased adoption or early signs of churn.
Develop and execute success plans aligned with customer objectives.
Execute periodic business reviews with strategic customers.
Serve as a customer advocate, collaborating with internal teams (Product, Support, Sales) to resolve issues and enhance the customer experience.
Identify and recommend upselling or cross-selling opportunities that align with the customer's needs.
Manage contract renewals, negotiating terms and ensuring continued customer loyalty.
Collect customer feedback and insights to influence product development and improve the overall service offering.

5+ years of experience in customer success, account management, or a related role in the SaaS industry.
Proven track record of driving customer engagement, retention, and revenue growth.
Strong interpersonal and communication skills with the ability to build trust and rapport with customers.
Analytical mindset with the ability to interpret data and translate it into actionable insights.
Proficient in CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).

Senior Customer Success Manager

Key skills