Job Description
We're seeking a highly skilled Customer Success Manager to join our team. As a CSM, you will be the primary point of contact for our customers, responsible for driving customer engagement, adoption, and retention. You will work closely with customers to understand their business goals and objectives, provide tailored solutions, and ensure they realize value from our product or service.
Key Responsibilities:
- Develop and execute customer success plans to drive adoption, retention, and growth
- Build and maintain strong relationships with customers through regular communication and strategic planning
- Collaborate with cross-functional teams (Sales, Marketing, Product) to ensure customer needs are met
- Provide training, support, and guidance to customers on product/service optimization
- Identify and mitigate churn risks; develop and execute remediation plans as needed
- Analyze customer data to identify trends, opportunities, and areas for improvement
- Develop and deliver business reviews, progress reports, and other customer-facing content
- Stay up-to-date on industry trends and competitor activity to maintain market awareness
- Meet or exceed customer success metrics (e.g., customer satisfaction, retention, net promoter score)
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