Why is this role so crucial?
The Customer Success Manager (CSM) is a vital member of the SMB Team, working closely with various internal teams and serving as a trusted advisor to our small and medium-sized business clients through a consultative approach.
The CSM's ability to build relationships with clients and help them derive significant business value from our solutions is essential for maintaining long-term client engagement with .
So, what will you be doing all day?
Your role as part of the Customer Success Team means your daily responsibilities may include:
Primary Point of Contact: Serve as the main contact for all users on the account, identifying client pain points and defining client success.
Client Onboarding & Training: Manage the onboarding process, provide comprehensive training, and boost engagement with offerings.
Trusted Advisor: Act as a reliable partner and advisor, offering guidance and support throughout the customer journey.
Churn Risk Management & Retention: Identify and mitigate risks of account churn by implementing proactive measures to retain customers and enhance their experience.
Client Engagement: Ensure clients are actively engaged with the platform, utilizing data-driven insights to highlight the value it brings to their business goals.
Upsell Opportunities: Assist in uncovering and identifying upsell opportunities during the customer lifecycle.
Product Expertise: Develop strong subject matter expertise across all solutions.
Customer Success Experience: Client-facing experience in a customer success role with strong planning and execution capabilities with strong Negotiation skills.
Relationship Building: Excellent relationship-building skills with the ability to quickly establish rapport and trust with clients and internal teams.
Analytical Skills: Analytical and consultative mindset, capable of quickly identifying solutions to problems.
Presentation Skills: Strong presentation and storytelling abilities, particularly in analyzing data to share meaningful insights.
Team Collaboration: Team player with the ability to collaborate effectively with colleagues and business partners, maintaining a strong customer focus.
Proactive & Results-Oriented: Self-motivated, proactive, with an ownership mindset and results-driven approach.
Experience: 2-3 years of experience in roles such as analyst, consulting, or digital marketing (SEO, PPC, media planning).
Digital Marketing Knowledge: Solid understanding and experience in digital marketing – Advantage
