About The Role
We are looking for a proactive and customer-focused
Customer Success Manager (CSM) to manage and grow relationships with our clients. The ideal candidate will ensure customers achieve maximum value from our product, leading to high satisfaction, retention, and expansion.
Key Responsibilities
- Manage a portfolio of customers and act as their primary point of contact
- Drive customer onboarding, adoption, and ongoing engagement
- Own renewals and retention, minimizing churn
- Identify at-risk customers and implement recovery plans
- Conduct Quarterly Business Reviews (QBRs) to showcase value and ROI
- Monitor product usage and customer health metrics
- Identify upsell and cross-sell opportunities
- Collaborate with sales, product, and support teams
- Maintain accurate records in CRM tools (Salesforce/HubSpot)
Required Skills
- Strong understanding of SaaS metrics (ARR, churn, NRR)
- Excellent communication and presentation skills
- Ability to build and manage client relationships
- Strong problem-solving and analytical skills
- Experience with CRM and customer success tools
- Ability to explain technical concepts to non-technical users
Preferred Skills
- Experience in enterprise SaaS environment
- Knowledge of customer lifecycle management
- Exposure to ERP / enterprise applications is a plus
Qualifications
- 10 years of experience in Customer Success / Account Management / SaaS roles
- Proven track record in customer retention and growth
- Bachelor's degree or equivalent experience
Key Metrics (KPIs)
- Renewal rate & churn
- Customer satisfaction (CSAT/NPS)
- Product adoption & usage
- Expansion revenue (upsell/cross-sell)
Skills: arr,upsells,,customer,product adoption,churn rate,saas,customer success management
