Full-Time Customer Success Service Manager

• Client Relationship Management: Serve as the primary point of escalation contact for a portfolio of key clients. Develop strong, trusted relationships. Communicate with clients to understand their goals.
• Onboarding & Adoption: Lead the onboarding process for new customers. Train clients on platform features and best practices.
• Account Health & Retention: Monitor customer health metrics. Develop and execute strategies to increase customer retention. Identify upsell and cross-sell opportunities.
• Issue Resolution & Escalation: Address and resolve client concerns. Coordinate with internal teams to manage escalations.
• Data & Reporting: Analyze customer usage data. Prepare regular reports on account health, usage, and satisfaction.
• Team Collaboration: Partner with Product and Support teams to relay customer feedback. Collaborate with marketing to develop customer success stories.

• 3+ years of experience in customer success, account management, or a related field.
• Strong communication, interpersonal, and problem-solving skills.
• Proven ability to manage multiple client relationships and projects.
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• Experience in SaaS or technology industry preferred.

• Customer-centric mindset.
• Analytical and strategic thinking skills.
• Proactive, organized, and detail-oriented.
• Comfortable in a fast-paced, team-oriented environment.

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