Customer Success Manager

Overview

Our client is seeking a Customer Success Manager to drive customer satisfaction, adoption, and retention for their products. This role is ideal for a proactive, data-driven professional who can manage customer relationships, deliver onboarding and support programs, and collaborate across teams to ensure a seamless customer experience.

The Customer Success Manager will own the customer journey from onboarding to ongoing engagement, ensuring customers realize maximum value from the product and remain long-term advocates.

Key ResponsibilitiesCustomer Onboarding & Adoption

• Lead customer onboarding, training, and enablement programs to ensure smooth adoption of products and services.
• Monitor adoption metrics and usage trends to proactively address gaps and opportunities.
• Develop personalized success plans aligned with customer objectives and KPIs.

Relationship Management & Retention

• Serve as the primary point of contact for assigned accounts.
• Build strong relationships with key stakeholders to ensure satisfaction and renewal.
• Identify risks to retention and develop mitigation strategies.

Customer Advocacy & Insights

• Collect and share customer feedback with Product, Sales, and Marketing teams to influence roadmap, product improvements, and feature adoption.
• Act as a customer advocate internally to drive alignment on solutions and best practices.

Reporting & Metrics

• Track customer health scores, adoption metrics, and satisfaction scores (CSAT, NPS).
• Prepare regular reports for leadership on customer success initiatives, retention, and upsell opportunities.

Cross-Functional Collaboration

• Partner with Sales, Product, Marketing, and Support to align on onboarding, campaigns, retention, and renewal strategies.
• Share insights and best practices with peers to improve team performance and efficiency.

Qualifications

• 3–6 years of experience in customer success, account management, or client-facing roles.
• Proven track record of driving customer adoption, retention, and satisfaction.
• Strong communication, presentation, and relationship-building skills.
• Experience with CRM and customer success tools (Salesforce, HubSpot, Gainsight, etc.).
• Analytical mindset with ability to track KPIs, identify trends, and recommend actions.
• Comfortable working in a fast-paced, growth-oriented environment.

Preferred Qualifications

• Experience in B2B SaaS, AI, fintech, or high-growth technology companies.
• Familiarity with renewal, upsell, and cross-sell strategies.
• Background in onboarding, training, or support operations.

Leadership & Attributes

• Customer-obsessed: prioritizes client success and satisfaction.
• Data-driven: uses metrics to guide decisions and improve outcomes.
• Collaborative: works effectively with cross-functional teams.
• Proactive: anticipates customer needs and resolves issues quickly.
• Results-oriented: focused on retention, adoption, and measurable impact.

Why This Role

You’ll own the customer experience, driving adoption, satisfaction, and long-term retention. This role offers the opportunity to influence product success and play a key role in building strong customer relationships that drive business growth.

Please read before applying

This posting is part of the Talent Network and is not a single, guaranteed position at one specific company.

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• Join our candidate network for current and future opportunities with our hiring partners
• May receive feedback on your resume and job search approach
• Will be contacted directly when a matching opportunity becomes available