The Customer Success Manager is responsible for building strong, long-term relationships with clients, ensuring they achieve maximum value from our products/services, and driving customer satisfaction, retention, and growth. The role combines strategic account management, problem-solving, and proactive support to enhance the overall customer experience.
Key Responsibilities:
- Serve as the primary point of contact for assigned clients, understanding their goals and business needs.
- Develop and execute customer success plans to ensure clients achieve desired outcomes.
- Onboard new clients and guide them through product/service adoption.
- Monitor customer health metrics and usage patterns to identify risks and opportunities.
- Proactively engage clients to prevent issues, resolve concerns, and optimize product/service utilization.
- Collaborate with internal teams (sales, product, support) to address customer needs and provide feedback for continuous improvement.
- Drive customer renewals, expansions, and referrals through trusted advisory relationships.
- Prepare reports on customer satisfaction, engagement, and success metrics for management review.
Requirements:
- Bachelor's degree in Computer Science or Information Technology related qualifications or related field.
- Minimum 35 years in customer success, account management, or related roles in Cybersecurity or Information Technology industry.
- Proven ability to manage client relationships and deliver results.
- Strong communication, problem-solving, and analytical skills.
- Familiarity with CRM and customer success tools.
- Customer-focused, proactive, collaborative, adaptable, and results-driven.
- Strategic thinker who can translate client needs into actionable plans.
