Customer Success Manager

Position Overview

We are looking for a customer-obsessed Customer Success Manager (CSM) to drive adoption, retention, and growth within our enterprise client base. The ideal candidate will bridge the gap between technical support and business goals, acting as a trusted advisor to ensuring clients realize the full value of Motadata's monitoring and service management solutions.

Here are the Role & Responsibility and Skills sections for the Customer Success Manager position, presented as clean lists without headings:

Role & Responsibility

• Orchestrate the post-sales customer journey, ensuring smooth onboarding and driving product adoption across the client's organization.
• Build strong, long-lasting relationships with key stakeholders, including CIOs and IT Managers, acting as their trusted advisor.
• Proactively monitor customer health scores and utilization trends to identify risks and opportunities early.
• Conduct Quarterly Business Reviews (QBRs) to demonstrate value, review performance metrics, and align on future strategic goals.
• Identify at-risk customers and develop specific recovery plans to ensure retention and renewal.
• Collaborate effectively with Sales, Support, and Product teams to resolve escalations and advocate for customer needs.
• Identify opportunities to expand Motadata's footprint within existing accounts by recommending relevant features or add-ons.
• Gather and relay customer feedback and feature requests to help shape the product roadmap.

Skills and Qualifications

• Bachelor's degree in Computer Science, IT, Business Administration, or a related field.
• 3-6 years of experience in Customer Success, Account Management, or Technical Account Management, preferably in a B2B SaaS or IT Software environment.
• Understanding of IT Infrastructure (Network, Server, Database) or ITSM concepts is highly preferred.
• Exceptional verbal and written communication skills with the ability to present confidently to C-level executives.
• Strong analytical skills with a proactive approach to solving complex client challenges.
• ITIL foundation certification is a plus.
• Experience with CRM tools and data visualization/dashboarding platforms is an advantage.