Customer Success Manager job description

Job brief

We are seeking a Customer Success Manager to provide superior service and a great customer experience to our users. The role will interact extensively with clients, being their primary point of contact for any concerns regarding the product, support, or billing. 

Responsibilities

• Guide customers through our software, with a focus on tools and features, as well as on industry trends.
• Spot opportunities with existing customers, take part in account reviews, and deliver product demonstrations.
• Cooperate with sales on account strategies to identify new opportunities that will help the company exceed its goals.
• Establish and maintain customer relationships.
• Establish customer service policies and practices.
• Provide high-level technical and product support.
• Supervise and develop customer success teams.
• Responsible for converting trials into subscriptions by encouraging product usage.
• Follow-up on new leads generated by customer advocacy and referrals.
• Maximize retention by assisting clients to integrate our products into their processes.
• Share insights and feedback to developers and the product team.
• Collaborate with various stakeholders to resolve client issues.
• Conduct market research, participate in marketing and promotional events and other projects as required.
• Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionalities.
• Spur customer account growth through your keep knowledge of the product/service and the customer’s needs by making logical expansion recommendations.
• Encourage advocacy from your customers by helping them achieve successful results and by developing trusted, long-term relationships with them.

Requirements

• Bachelor’s degree in business or related field
• 3+ years of experience in customer service or sales
• Strong sense of customer and attention to detail
• Creative thinker, strategic and proactive
• Collaborative approach to project management and problem-solving
• Able to build long-term relationships with clients
• Knowledge of best practices in customer service and retention
• Proficient with applicable software applications
• Strong written and verbal communication
• Strong aptitude for technical software products