Customer Success
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Job Location:
Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Duties:
Serve as the primary post-sales point of contact for assigned customer accounts
developing deep trust-based relationships with key decision-makers and stakeholders.
Proactively engage customers to understand their business objectives and ensure the
solution continues to meet evolving needs.
Drive customer renewals by demonstrating measurable ROI identifying expansion
opportunities and mitigating risks of churn.
Conduct periodic business reviews (QBRs/MBRs) to communicate product value usage
trends and improvement recommendations.
Develop and execute tailored customer success plans to guide adoption satisfaction
and long-term value realization.
Collaborate closely with the Product Success team to ensure seamless onboarding
training and resolution of product-related issues.
Partner with Product Management to share customer insights and feedback that inform
roadmap prioritization and feature improvements.
Identify and champion customer advocates for case studies testimonials or reference
programs.
Monitor customer health metrics usage data and engagement patterns to proactively
identify risks and opportunities.
Use analytics and reporting tools to deliver actionable insights on product adoption
satisfaction and retention performance.
Develop strategies to increase product stickiness and drive cross-sell or upsell initiatives
in collaboration with the Sales team.
Act as the voice of the customer internally ensuring customer perspectives influence
decision-making across teams.
Coordinate with Marketing Sales and Product Success to ensure a consistent and
delightful customer experience.
Support customer communication around product updates releases and new features
ensuring clear understanding and adoption.
Requirements
Bachelors degree in Business Communications Information Systems or a related field.
610 years of experience in Customer Success Account Management or Client Relationship
roles within a SaaS or technology company.
Proven ability to manage enterprise or mid-market customer accounts driving retention
satisfaction and expansion.
Strong understanding of SaaS metrics (NRR GRR churn health scores) and experience using
CRM or CSM platforms (e.g. HubSpot Gainsight Totango Salesforce).
Excellent communication problem-solving and presentation skills with the ability to influence
at multiple organizational levels.
Demonstrated success in building and executing customer success strategies that deliver
measurable impact.
Strong analytical mindset and comfort interpreting data to drive decisions.
Experience collaborating with technical teams to translate customer needs into product
outcomes.
Company Industry
IT Services and IT Consulting
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
