CUSTOMER SUCCESS MANAGER JOB DESCRIPTION
We are seeking a Customer Success Manager, a pivotal role dedicated to maintaining customer satisfaction and loyalty, closely working with fellow CSMs to ensure clients feel valued and supported. This position involves acting as the primary liaison, facilitating business reviews, and building deep relationships to understand client business goals. Efforts in this role will focus on representing client interests in internal collaborations, effectively addressing, and resolving any issues.
An Overview of Customer Success Manager Job Description Responsibilities and Qualifications
1. The Customer Success Manager revels in the seamless experience of combining their favorite products from diverse brands into one effortless order. For our esteemed restaurant partners, we offer a compelling, risk-free pathway to venture into new markets and amplify their revenue streams via off-premise dining. By eliminating common hurdles such as financial investment or technological expertise, we enable these partners to broaden their delivery horizons effortlessly.
Customer Success Manager Duties and Responsibilities:
- Empathize with every aspect of the customer experience, putting customers’ needs first.
- Create value for customers by ensuring they clearly define business outcomes
- Build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them.
- Proactively identify new use cases and expansion opportunities in each account to drive value both for the customer and for the company.
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
- Manage all customer communications for your accounts and ensure that all customer issues are dealt with in an efficient and timely manner.
- Work with cross-functional teams, internal and external with ease and drive them towards a common goal.
Customer Success Manager Qualifications & Experience:
- A Bachelor’s degree in Technology or a similar discipline
- Experience working in a Customer Success, Account Management, or similar customer-focused role. SaaS experiences a benefit.
- Possess exceptional Presentation and Communication skills.
- Experience handling different enterprise accounts.
- Ability to understand the business problem and map it to the company’s offerings accurately.
- Great problem-solving skills, taking a consultative approach in finding the best solution.
- A highly motivated, dedicated, team player with creative ideas to inspire customer loyalty and adoption.
- Strong social skills and experience building strong internal and external relationships
2. We are looking for a highly motivated Customer Success Manager (2) to join our expanding group of exceptional team players who enjoy working together to deliver a compelling software solution to our global client base. The Customer Success Manager is an important role to help accelerate our next stage of growth. You will be responsible for coordinating a wide range of activities with our customers, sales teams, and client engineering groups. As an individual contributor, the Customer Success Manager will have strong organizational skills, the ability to communicate with both internal and external technical staff, customers, and sales personnel. The ideal candidate is tech-savvy, has the ability to multi-task and work across a diverse set of priorities, and is exceptional at coordinating complex tasks and projects.
Customer Success Manager (2) Responsibilities:
- Effectively coordinate software pilots and training sessions with customers.
- Maintain and coordinate client projects across engineering and commercial staff.
- Develop project schedules and coordinate follow-ups with both customers and internal technical personnel.
- Coordinate pilots, customer training, data integrations, product demos, and other activities that require internal and external communication.
- Manage and coordinate internal follow up tasks that are promised to our customers.
- Learn and maintain in-depth knowledge of Lamwork’s solution, industry trends, and the competitive landscape.
- Identify and solve gaps in our processes and tools to improve our internal productivity around client projects
Customer Success Manager (2) Education and Experience:
- Bi-lingual Spanish and English candidates are preferred.
- Track record of successfully achieving or overachieving goals.
- Excellent verbal and written communication skills.
- Self-starter with a positive attitude.
- Strong time management skills; ability to prioritize effectively, meet deadlines, work with others and follow through to execute all tasks.
- Experience with analytics, IoT, or industrial companies.
- Familiarity with SaaS, PaaS, Cloud and Enterprise Software solutions.
- Mathematics or engineering background.
- Data engineering or data science background.
3. The Customer Success Managers are excited about the ability to order their favorite items from different brands in one single order. For our restaurant members, we provide a value-driven, low-risk way to enter into new markets, grow revenue through off-premise dining and expand delivery areas by removing barriers such as capital or technology expertise.
Customer Success Manager Duties and Responsibilities:
- Develops customer relationships that promote retention and loyalty
- Creates Customer Success onboarding plan for new Members and provides virtual kitchen best practices for Members to reach their desired goals
- Assists in the building of NPS key measurements, implementation, and roll out
- Prepares and facilitate Member Quarterly or Yearly Business Reviews
- Communicates key status information to stakeholders on a regular basis, including project information – risks and critical milestones
- Assists in proactively managing project challenges and implementing countermeasure strategies to resolve issues and meet milestones
- Performs other reasonable related duties as assigned by the Director of Customer Success, VP of Sales, or other management personnel
Customer Success Manager Knowledge, Skills and Abilities:
- Experience in a Customer Success, Account Management, Sales, Analysis or equivalent role with a history of increasing customer satisfaction, adoption, and retention for company product and services
- Impeccable written and verbal communication skills
- Great multi-tasking abilities, detailed oriented, and organized
- Self-starter but a strong team player
- Must be able to work cross-functionally and thrive in a fast-paced environment
- Experience working in a start-up a plus
- Bachelor’s Degree in Business Administration, Economics or equivalent required
- Microsoft Excel – moderate to advance skill level
- Smartsheet experience
- Salesforce or equivalent experience
- Project Management Skills and software knowledge
4. The Customer Success Manager's role is to proactively engage with a broad base of existing clients to enhance relationships, preemptively address potential issues, and drive wider adoption of our offerings through a scalable engagement strategy. This individual will spearhead both internal and customer-facing projects by collaborating closely with departments such as sales, onboarding, customer support, product development, finance, and operations. These collaborative efforts are aimed at optimizing customer satisfaction and fostering growth within our client base.
Customer Success Manager Roles:
- Deliver value to customers by building trust and maintaining strong relationships, learning about their business priorities and guiding them on how to best leverage the platform.
- Maintain and grow monthly recurring revenue by employing proven strategies which drive product adoption and expansion.
- Identify and mitigate churn risk across customer portfolios to ensure company gross retention rates are achieved.
- Lead internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams which directly impact overall customer success and drive customer growth.
- Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources.
- Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners and internal & external champions.
- Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas.
Customer Success Manager Requirements:
- Significant experience in an enterprise-level customer success capacity (3-5+ years preferred) in a SaaS / PaaS solutions environment.
- Proven track record of exceeding objectives and customer success goals.
- Building long-term relationships and partnering with a range of customers from up to and including C-level executives.
- Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues.
- Consultative and able to navigate the complexities and needs of clients across industry, size and lifecycle
- Strong communication skills both written and verbal with excellent presentation abilities.
- Strong analytical and problem-solving skills with the ability to develop rapport quickly.
- Driven by individual, team and organizational achievements with a commitment to excellence.
- Embody a blend of technical and sales acumen wrapped in a strong customer-centric mindset.
5. The Customer Success Manager will have a passion for client nurturing, relationship building, and excellent knowledge of practical digital marketing with knowledge of email marketing. Once on boarding is complete you will own your client base to nurture and grow.
Customer Success Manager Duties:
- Nurture your existing client base
- Expand key relationships within your client base
- Working with clients in a strategic way, developing and presenting quarterly business reviews and account reviews for each client
- Proactively uncover opportunities in your client base
- Actively connect with clients via phone and face to face meetings
- Network with clients at events, conferences and awards ceremony’s
- Work with the Vulture platform to ensure the client has the best user experience
- Offer best practice advice
- Ensure CRM is up to date and maintained at all times
- Technically competent, experience working with software packages
Customer Success Manager Requirements:
- Experience in retaining and managing mid-level to enterprise level accounts
- Able to develop and grow key relationships at C level
- Proven track record in managing and retaining a mid-level to enterprise-level portfolio of accounts
- Excellent presentation and communication skills
- Experience in managing your own book of clients, as well as the day to day key projects and activities that come along with this
- Identifying and uncovering development opportunities that are available through your client base
- Ability to take complex client requirements and work with teams internally and externally to deliver these projects in a timely, organised and financially beneficial manner
- Strong relationship builder
- Graduate-level education or equivalent
- Minimum 4 + years customer success or account management experience or equivalent
- Ability to work under pressure and with a strong eye for detail
- Sound office IT and internet skills and ability to demonstrate software as part of the client development cycle
6. They are our customers' champions and recognize the value of caring for customer relationships. The Customer Success Manager is responsible for engaging with customers’ post-sale by helping implement and set up their solution, drive user adoption and ensure high retention & upsells. This position requires prior onboarding or customer success / account management experience. The Customer Success Manager represents a wide range of VelocityEHS users by utilization of the solution, health scores, and overall satisfaction.
Customer Success Manager Roles and Responsibilities:
- Work with customers to develop effective implementation plans including scope, priorities, schedules, follow up and overall customer implementation lifecycles within boundaries and service budgets
- Support customer onboarding based on subscription type and drive initial adoption
- Develop, care, and manage relationships with your customers. This includes increasing adoption, ensuring retention and promoting satisfaction
- Be a devoted advisor to your customer and drive continues value of our products and services
- Recognize the goals and objectives of your customers and help them achieve success
- Identify and develop cross-sell and up sell opportunities
- Be an advocate for your customers’ needs within VelocityEHS
- Manage the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that will interact with each customer
- Contribute solutions that positively impact the business and our customers, ideally becoming a devoted advisor to the customer
- Provide troubleshooting of services to diagnose customer issues and what can be done to rectify the circumstance
Requirements and Qualifications:
- Bachelor's degree or equivalent experience required
- 1 -2 years of customer-facing work (service, support, success or consulting for example)
- Excellent multi-tasking, organizational and prioritization skills
- Excellent customer service skills with a strong customer-driven personality that takes ownership of issues and follows through to completion
- Detail oriented & analytical
- Excellent verbal and written communication skills
- Strong listening and interpretation skills
- Proficient with internet browsers (Google Chrome, Mozilla Firefox, Internet Explorer, etc.)
- Proficient with the use of Microsoft Office 2010 products (Outlook, Word, Power Point, Excel, etc.)
- Knowledge of Environmental Health & Safety and/or Sustainability industry and legislation
- Familiarity with web conferring software, such as Teams
- Experience in a Software as a Service (SaaS) environment and product training, a plus
- Experience with Project Management skills and/or Consulting, a plus
7. The Customer Success Manager will focus on retaining and growing customers across our software products while working with channel partners and our largest customers to ensure they successfully use our suite of tools. The Customer Success Manager will manage our small Customer Success team, take ownership over the success of our largest customers and service our largest customers by helping them to use our tools to grow their individual businesses. This role is very hands-on in that this person works closely with our largest customers to set up and manage the software for them.
Responsibilities of Customer Success Manager:
- Create structure and processes to ensure that all of our customers have their questions and concerns answered in a timely manner
- Represent the voice of the customer to provide input into core product, marketing and sales efforts at the company
- Manage two remote Customer Success individuals in reaching key retention goals and KPIs
- Serve as the primary contact for our largest customers and provide them with support in setting up and managing the software products
- Collaboration with agency partners offering products to clients is essential. Part of this initiative involves maintaining regular communication with channel partners and ensuring exceptional service to clients.
- Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
- Project manage the delivery of managed service
- Customer success or account management experience in a SaaS or software company
- Proven track record of working in a customer facing role
Qualifications of Customer Success Manager:
- Experience of working with Freshworks or similar live chat platform very helpful but not essential
- College degree preferred but not essential
- Experience working with, and managing, stakeholders and customers
- Ability to quickly learn software products and manage those products for key customers
- A high level of accuracy and attention to detail is required
- Excellent communication and interpersonal skills
- Flexible approach, able to operate effectively with uncertainty and change
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Customer satisfaction driven, self-sufficient and reliable
- Effective team player, quick learner, and self-motivated
- Passionate about customer satisfaction and his/her work
8. The Customer Success Manager (CSM) is ultimately responsible for the complete post-sales lifecycle and will be the primary point of contact for their assigned accounts. This role is focused on ensuring that customers receive maximum business value from our products, resulting in customer satisfaction and advocacy, retention, and account growth. You’ll report directly to the CEO and work closely with an ambitious team eager to improve youth sports experiences for organizations and athletes alike.
Customer Success Manager Roles and Duties:
- Become an expert in our product, our customers and their needs and translate that knowledge into effective training/onboarding of customers to ensure a positive and successful first experience with our products.
- Maintain an automated account check-in schedule to ensure customers are happy and continue to get value from our products throughout their term so that at the time of their renewal they tell you they simply can’t live without TeamGenius.
- Develop and expand customer relationships in an effort to improve the customer experience, identify opportunities to maximize product fit and adoption and generate high quality referrals.
- Identify opportunities for account expansion and cross-selling through organic conversations and strong customer relationships.
- Manage the renewal and billing process of assigned customer accounts.
- Collaborate with Sales and Customer Experience colleagues to optimize self-guided onboarding and go-live experience.
- Provide recommendations to CEO/Sales Team Lead regarding opportunities related to process, product, sales, marketing or other improvements.
- Distill customer feedback and needs into themes and product development opportunities. Convey to Product team for documentation and prioritization.
- When needed, coordinate the involvement of other TeamGenius personnel, including support resources, team members, and management to assist in better customer experience.
- Provide end-to-end project management for professional service offerings, including collaboration with a third-party vendor for development of digital products.
- Hit associated renewal, retention and growth targets as measured primarily by Net Revenue Retention (NRR).
- Support company initiatives that ensure process success. Consistently offer thoughtful ideas for process and product improvement.
- Retain customers through process, proactive outreach and exceptional customer-facing communication.
- Measure and drive consistent improvement in Net Promoter Scores (NPS)
- Adhere to processes, policies and procedures including management of tasks, activities, sales opportunities, data mining, and reporting in Hubspot (CRM).
- Grow account values by identifying upsell (higher tier/more seats) and cross-sell (additional products) opportunities and following up appropriately to see them through.
- Maintain a highly-professional relationship when communicating with customers.
Customer Success Manager Skills and Abilities:
- Attitude and aptitude to perform at a high level
- Account management, customer success, or sales experience with a track record of effectiveness.
- Must have owned and been responsible for a number in previous role(s) - sales quota or customer/revenue retention preferred.
- Ability to prioritize and complete many tasks efficiently.
- Ability to communicate clearly and effectively in person, through email and chat, and via telephone and video, with excellent written and spoken English.
- Proficiency with Hubspot or other CRMs, Google Suite, Zoom and other online tools.
- Self-starter/Bias for action.
- Detail and process-oriented.
- Entrepreneurial spirit/ownership mentality
- Process-minded, product-knowledgeable, performance-oriented, and passion-driven.
- Reliable, relatable and helpful
- Economic thinking skills, balancing the company and customer’s best interests
- Egoless, intellectually honest, and self-aware.
- Foster an environment of trust and respect by assuming positive intent
- Curiosity, eagerness to learn and grow
9. We're on the hunt for a dedicated Customer Success Manager to join our team, focusing on guiding both new and current customers to maximize the benefits from our range of products and services. This crucial role encompasses overseeing the entire customer experience post-implementation. You'll be instrumental in fostering robust relationships with customers and partners, guaranteeing the steady adoption and reliability of our offerings, mitigating risks, and identifying avenues for customer expansion. Acting as the principal liaison for customers, your mission is to ensure they achieve unparalleled satisfaction and value from our solutions.
Responsibilities of Customer Success Manager:
- Drive retention and growth among assigned group of customers by understanding their business objectives to help them maximize the value of their products and solutions using multiple methods of communication such as digital and non digital techniques
- Collaborate and consult with customers to understand business objectives.
- Analyze existing ROI models to present to customers based on objectives
- Act as the customer advocate by sharing established best practices that will maximize the value of their products and solutions as well as routing inquiries and concerns to appropriate team members
- Effectively identify and partner with resources across departments based on customer objectives to support customers’ needs
- Partner and support customer executive-level business stakeholders (C-Suite) with their renewal and expansion needs
- Identify and monitor risk in customers not achieving their stated business objectives and develop a risk mitigation plan
- Assist as needed in client issues resolution and be accountable for client experience and satisfaction
- Represent the voice of the customer to inform the company's marketing, sales, and product strategy
- Assist and manage in the contract renewal process with existing customers
Knowledge, Skills and Abilities of Customer Success Manager:
- 5+ years of experience in customer success management and technical discipline.
- Bachelor’s degree in computer science, information technology, or related areas.
- Strong interpersonal skills that establish Trusted Advisor relationships with clients and business decision-makers.
- Proven ability to map the customer’s business process to product capability and solution areas.
- A good understanding of Power Platform architecture and experience in integration design to Common Data Service (CDS), available connectors for PowerApps, and PowerApps Canvas apps or Model-Driven apps would be beneficial but not essential.
- Ability to work in an incubation style set-up, contribute to the overall strategy and work independently.
- Cultural awareness and appreciation for diversity
- Fluency in English.
10. At this transformative juncture, we're setting the stage for remarkable growth in the coming year. Our mission centers on elevating client engagement and success through our innovative platform. To fulfill this vision, we are seeking a passionate Customer Success Manager. This role is critical in empowering our clients to fully leverage our services, guiding them towards achieving their goals, and aligning with our ambitious growth targets.
Customer Success Manager Roles:
- Own client relationships including strategy, recommendations, and execution.
- Ensure regular communications and visibility with clients, from calls, reports, and strategy sessions aligning on KPIs and raising awareness of The Room’s news/events.
- Share results & actionable items with other teams at The Room in order to continually drive improvement.
- Leverage data and analytics to create smart recommendations on strategy to drive brand awareness and sales for our clients.
- Collate and share best practice examples of reporting, strategies, and case studies across our teams.
- Establish and oversee the customer's use of our platform, providing training and advice on best practice to continually drive incremental value and return on the customer's investment.
- Be the voice of the client and provide internal feedback on how The Room’s solution can be improved.
- Work closely with the Customer Success Director to manage the renewal process as well as identifying growth opportunities within your client base.
- Contribute to pre-sales positioning of Customer Success deliverables and sales led kick-off meetings with clients to outline expectations, communication rhythm, and how we support the client’s KPIs.
Customer Success Manager Qualifications and Requirements:
- A strong understanding of digital marketing, e-commerce, and marketing technology.
- A strong work ethic and a great ability to prioritise client requests and relationships.
- Excellent communication and presentation skills. You keep people engaged and have a strong ability to 'read the room' to know what you should say or show next to clients.
- An analytical mind who can dive deep into data, identify patterns, and generate insights for the benefit of our clients.
- A track record in Increasing client satisfaction (evidenced by surveys, account growth and client feedback)
- You're adaptable and thrive in fast-paced environments.
- You have a self-starter mentality.
- Strong project management, multitasking, and decision-making skills
11. As a Customer Success Manager at Lamwork, your role involves partnering with clients to enhance their success and performance through Lamwork's products and services. With a deep understanding of the media landscape, agency operations, and client needs, you'll leverage our product capabilities to deliver value. This customer-facing position requires a quick grasp of customer challenges and strategies, advocating for our solutions to facilitate their success. You'll collaborate with various teams to ensure customers are supported throughout their product adoption and engagement journey, effectively communicate with both senior stakeholders and operational teams, and contribute to onboarding and feature rollouts to maximize client benefit from our products and services.
Customer Success Manager Functions:
- Demonstrate a good understanding of campaign activation, analytics, and reporting and be able to articulate the key value proposition of Lamwork products to agency-client leads.
- Build and oversee customer relationships, including the engagement of early-stage customers, requirements gathering and oversee the onboarding of new customers.
- Consult and train customers around the best ways to use Lamwork products.
- Assist in the buildout and maintenance of customer-facing knowledge portals and documentation
- Partner with product and solutions practitioners on interpreting customer requirements and creating work items for new functionality.
- Be the voice of the customer and drive improvements and simplification in Lamwork processes, systems, comms to keep the customer at the Centre.
- Facilitate the prioritisation of client requests, so that risks and issues are addressed in a timely and appropriate manner.
- Capture and formulate customer feedback and challenges to ensure Lamwork teams have consistent and quality insights to react appropriately.
Customer Success Manager Qualifications:
- Experience in customer engagement roles (or demonstrable equivalent), at least some of which within AdTech or Advertising businesses.
- A sound understanding of AdTech, Agency operating models, and the importance of activation, data and reporting solutions to drive marketing performance.
- You have a keen interest in all things technology and may come from a technical or Media background, but love working with customers.
- Building key insights and running customer meetings to demonstrate the power of our products and the value of our relationships.
- Experience in working with multiple customers across regions.
- Data-driven, analytical, solution-based mindset
- Excellent communicator, influencer and facilitator
- An understanding of the AdTech vendor landscape (e.g. DSP, SSP, DMP)
- Comfortable in challenging processes required to support a fast-growing business - e.g. onboarding new customers, measuring success etc.
12. The Customer Success Manager is responsible for the direct relation with the client during and after their onboarding. You will develop a strong relationship with the client and help find solutions to a successful implementation of our products. This could mean strategic advice or troubleshooting minor technical issues.
Customer Success Manager Roles and Responsibilities:
- Be the main point of contact for the company's key client accounts.
- Build a great relationship with these clients and key stakeholders.
- Analyze client requirements to better advise them.
- Develop a scalable framework to onboard, manage and support different client types, including Agencies, Advertisers and Publishers.
- Partner with clients to inform, develop and roll out the best solutions for solving their business, technical and operational challenges to drive their topline revenue, profitability or both.
- Serve as an entry point of escalation/resolution as needed.
- Be a brand ambassador with customers.
- Programmatic ad operations experience, either in an agency, trading desk, DSP or media owner.
- Understanding of programmatic ad trading - media buy & sell, analytics, PMP, verification/measurement, tracking and/or technical integration.
Customer Success Manager Qualifications and Requirements:
- Strong interpersonal and communication skills.
- A real team player.
- Thinking on your feet, with a bias for action
- Passion for technology
- Previous experie:nce in a startup is a plus
- Tools we use Hubspot, Asana, Trello, Confluence, Google Suite.