Customer Success Manager

Customer Success Manager

Lexicon Tech Solutions is seeking a Customer Success Manager (CSM) to ensure customer satisfaction and drive long‑term relationships. The role manages a portfolio of key accounts, fostering strong relationships and driving success across the customer lifecycle.

• Account Management:
  Serve as the primary point of contact for assigned customer accounts, building strong relationships and addressing their needs.
• Onboarding and Adoption:
  Onboard new customers, ensuring a smooth transition and maximizing product and service adoption.
• Customer Health:
  Monitor customer health metrics, identify potential risks, and proactively address issues to maintain satisfaction and prevent churn.
• Data and Analysis:
  Conduct regular meetings with accounts and provide meaningful data points that focus on highlights and areas for improvement, including reports from internal systems and escalated tickets.
• Renewal Management:
  Work closely with the sales team to ensure successful renewal of customer contracts.
• Upselling and Cross‑Selling:
  Identify opportunities to upsell additional products or services to existing customers, increasing revenue and customer value.
• Customer Feedback:
  Gather feedback, analyze trends, and provide insights to inform product development and improvement.
• Reporting:
  Prepare regular reports on customer account health to inform strategic decision‑making.
• Learning and Growth:
  Maintain a deep understanding of the company’s products, systems, and services using Salesforce, Power
  
  BI, Excel, Repair Engine, Trainual, and other tools.

• Minimum of 3 years of prior customer service experience, preferably in the technology sector.
• Proficiency in Google Suite, Salesforce, and MS Office Suite.
• Proven success in driving sales with customer retention and renewals.
• Strong organizational skills and practices.
• Willingness to travel up to 20% during peak seasons.
• Additional responsibilities may be assigned as needed.