Customer Success Manager (CSM)

Client Onboarding & Training: Guide new clients through the onboarding process, providing
training and support to ensure a smooth transition and effective adoption of our solutions.
➢ Customer Engagement: Develop and maintain strong relationships with key stakeholders,
understanding their goals, challenges, and needs to provide tailored solutions and proactive
support.
➢ Success Planning: Create and execute success plans to help clients achieve their objectives,
leveraging our products and services to drive their business outcomes.
➢ Issue Resolution: Act as the primary point of contact for client issues, collaborating with internal
teams (e.g., technical support, product management) to resolve problems and ensure customer
satisfaction.
➢ Renewals & Upsells: Drive customer retention and expansion by identifying opportunities for
upsells, cross-sells, and renewals. Work closely with the sales team to support revenue growth.
➢ Feedback & Advocacy: Gather and communicate customer feedback to the product and
development teams to influence product improvements and enhance the customer experience.
➢ Reporting & Analytics: Monitor and report on customer health metrics, usage patterns, and
other key performance indicators. Provide regular updates to clients and internal stakeholders