Customer Onboarding & Implementation
Lead customer onboarding by ensuring a smooth transition post-sale.
Oversee solution integration, deployment, and user training to maximize adoption.
Collaborate with internal teams to score deployment success and customer acceptance.

** Customer Relationship Management & Value Delivery

Work closely with customers to understand KPIs, business impacts, and ROI expectations.
Develop and execute customer success plans tailored to their goals.
Conduct regular check-ins, QBRs, and performance reviews to ensure alignment.
Measure and analyze customer impact, adoption, and satisfaction.

Retention & Growth

Drive adoption strategies to maximize the value customers receive.
Lead renewal discussions and negotiations to ensure continued business.
Identify expansion opportunities (cross-sell, upsell) and collaborate with Sales.
Support CPI (Customer Performance Index) presentations and negotiations.

Issue Resolution & Advocacy

Act as the primary escalation point for customer issues and concerns.
Coordinate with Support, Professional Services, and Sales to resolve challenges.
Gather customer insights to influence product roadmap and service improvements.

Success Metrics

Bachelor’s degree in business, Marketing, Communications, or a related field
A relevant certification in Customer Success or Account Management is a plus
3-5 years of experience in a customer success, account management, or client-facing role within a technology or SaaS environment
Demonstrated experience in managing large or complex customer accounts with a focus on relationship management and customer satisfaction
Excellent communication and interpersonal skills, with the ability to build rapport and trust with both internal teams and customers
Strong problem-solving skills, with the ability to navigate complex situations and find solutions that benefit both the customer and the company
Experience using CRM systems (Salesforce, HubSpot, etc.) and customer success tools (e.g., Gainsight, ChurnZero)
A data-driven approach to monitoring customer health and success metrics
Strong attention to detail, organizational skills, and the ability to manage multiple accounts simultaneously
Ability to work independently and collaboratively in a fast-paced environment
Passion for customer success and a proactive mindset to deliver exceptional service.

Customer Success Manager – Fixed Term Contract

Key skills