Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships.
Responsibilities
Onboarding & Adoption
Lead client onboarding sessions and establish success criteria.
Configure accounts, deliver product training, and ensure smooth implementation.
Track early adoption metrics to identify gaps.
Relationship Management
Manage a portfolio of 20–40 active accounts, depending on client size.
Serve as the primary point of contact for client stakeholders.
Conduct regular check-ins and strategic reviews.
Proactive Engagement
Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards.
Identify at-risk accounts early and execute playbooks to re-engage them.
Deliver quarterly business reviews (QBRs) to align on goals and ROI.
Support & Escalation
Triage support issues and escalate to technical teams as needed.
Track resolution and ensure client satisfaction post-issue.
Growth & Retention
Identify upsell/cross-sell opportunities based on client needs.
Collaborate with sales teams to expand accounts while maintaining renewals.
Track renewal pipeline and prepare contracts for review.
Reporting & Feedback
Prepare reports on client health, usage, and renewal status.
Capture client feedback and relay to product/engineering teams for improvements.
Required Experience & Skills (Minimum)
2–3 years in customer success, account management, or client-facing roles.
Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango).
Strong presentation skills for client-facing reviews and demos.
Proven ability to manage client relationships and drive renewals.
Ideal Experience & Skills
3–5 years CSM/AM experience with revenue targets.
Industry background in SaaS, professional services, or B2B technology.
Familiarity with NPS, CSAT, and customer health scoring.
Experience creating client-facing collateral (playbooks, decks, case studies).
Key Metrics for Success (KPIs)
Net Revenue Retention (NRR) ≥ 100%.
Renewal rate ≥ 90–95%.
Expansion/upsell targets achieved.
Client health scores consistently maintained/improved.
