Customer Success Manager

Job summary

This role involves managing the post-sales journey for a portfolio of strategic customers, focusing on onboarding, implementation, and ensuring value realization from the platform. The position is crucial for customer retention and expansion, requiring collaboration with various internal teams.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, or post-sales roles within B2B SaaS or technology sectors.
• Proven track record in driving customer retention and satisfaction throughout the customer lifecycle.
• Strong technical acumen with the ability to engage both technical and business stakeholders.
• Excellent communication and stakeholder management skills, particularly with senior customer representatives.
• Data-driven approach with experience in using customer health metrics and CRM systems.
• Ability to operate independently in a dynamic environment.
• Familiarity with location-based services or smart building technologies is a plus but not mandatory.

Responsibilities

What you get

• Manage the post-sales relationship as the primary contact for strategic customers.
• Lead onboarding and implementation efforts in partnership with technical teams.
• Drive customer adoption and engagement to ensure measurable value.
• Monitor customer health and satisfaction, proactively addressing risks to prevent churn.
• Oversee renewals and identify expansion opportunities in collaboration with Product, Engineering, and Sales teams.
• Conduct regular check-ins and business reviews with customers.
• Gather and relay customer insights and success metrics to internal stakeholders.
• Maintain accurate records in CRM and customer success tools.
• Contribute to customer advocacy initiatives and improve success processes.
• A high-impact role with visibility and influence in a growing company.
• Ownership of strategic customer relationships.
• Opportunity to shape and scale Customer Success processes.
• A collaborative work environment that promotes autonomy and continuous improvement.
• Competitive compensation package including flexitime, pension, and healthcare benefits.