Customer Success Manager

Job summary

The role of Customer Success Manager involves managing a portfolio of approximately 20-30 global enterprise customers, ensuring they achieve positive business outcomes and a high Net Retention Rate. This position requires collaboration with various internal teams and a deep understanding of customer needs to drive value realization and expansion opportunities.

Qualifications

• Bachelor’s degree required
• Minimum of 4 years of work experience, including at least 2 years in B2B Customer Success or Account Management
• Experience engaging with senior-level stakeholders at Fortune 500 companies

Responsibilities

• Make key decisions regarding customer portfolio to meet NRR goals
• Understand customer operations and AI adoption to establish value-oriented outcomes
• Deliver the company solution to achieve positive business outcomes
• Develop champions within customer organizations to promote value internally
• Identify new use cases and stakeholders through ongoing discovery
• Collaborate with Account Management on long-term retention and expansion plans
• Identify at-risk customers and implement measures to ensure satisfaction
• Share best practices and learnings within the Customer Success team
• Occasional travel to client sites and calls outside traditional hours

Skills

• Strong prioritization and multitasking abilities under pressure
• Self-motivated with a customer-focused mindset
• Excellent communication and presentation skills
• Experience with Salesforce preferred
• Fluency in English; additional languages are a plus

Tools

• Salesforce