Job Overview
We are seeking a technically strong and customer-focused Customer Success Manager to ensure successful onboarding, adoption, and long-term value realization of technology solutions. This role bridges customers, product, engineering, and support teams to drive customer satisfaction, retention, and growth.
Key Responsibilities
- Own and manage the end-to-end customer lifecycle from onboarding to renewal.
- Act as the primary technical point of contact for assigned customers.
- Drive product adoption and ensure customers achieve desired business outcomes.
- Conduct technical onboarding, training sessions, and product walkthroughs.
- Understand customer use cases and provide best-practice guidance.
- Identify risks, manage escalations, and drive issue resolution with internal teams.
- Collaborate with product and engineering teams to relay customer feedback.
- Track customer health metrics and prepare regular success reports.
- Support upsell and cross-sell opportunities in partnership with sales teams.
- Ensure high levels of customer satisfaction, retention, and advocacy.
Required Skills & Qualifications
- Bachelor's degree in Engineering, Computer Science, or a related field.
- 3+ years of experience in Customer Success, Technical Account Management, or similar roles.
- Strong technical understanding of SaaS platforms, APIs, and integrations.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Ability to translate technical concepts into clear business value.
- Strong communication, presentation, and stakeholder management skills.
- Proven experience managing enterprise or mid-market customers.
Tools & Technologies (Preferred)
- CRM & CS Tools: Salesforce, Gainsight, Zendesk
- Cloud Platforms: AWS, Azure, Google Cloud
- APIs & Integrations: REST, Webhooks
- Analytics & Reporting: Excel, Power BI, Looker
- Collaboration Tools: Slack, Microsoft Teams
Certifications (Nice to Have)
- Customer Success certifications (Gainsight, Success HACKER)
- Cloud certifications (AWS / Azure Fundamentals or Associate)
- ITIL or Service Management certifications
What We Offer
- Competitive compensation and performance based incentives
- Opportunity to work closely with technical and product teams
- Career growth in customer success and account leadership
- Collaborative and customer-first work culture
