Customer Success Manager

The Customer Success Manager (CSM) plays a pivotal role in nurturing and expanding our client relationships. Acting as a strategic liaison between clients and internal teams (Sales, Support, PMO), the CSM ensures high levels of client satisfaction, drives operational excellence, and identifies opportunities for growth within existing accounts. This role requires a balanced approach of strategic oversight and tactical execution, blending account management, sales enablement, onboarding, and coordination responsibilities.

Key Responsibilities

Client Relationship & Account Management

• Serve as the primary point of contact for a portfolio of clients, fostering trust, satisfaction, and long-term retention.
• Proactively address client inquiries, concerns, and feedback with clarity and empathy.
• Conduct regular check-ins, business reviews, and in-person engagements to maintain strong client relationships.
• Set and manage client expectations through consistent, transparent, and timely communication.

Operational Support & Coordination

• Coordinate project implementation activities including control room setup, welcome packs, training sessions, and onboarding processes.
• Maintain up-to-date documentation and client records in CRM and support platforms.
• Collaborate with internal teams to track, escalate, and resolve client issues promptly and effectively.
• Prepare and deliver client-facing materials, including reports, communication packs, and presentations.

Sales Enablement & Opportunity Management

• Identify and nurture upsell and cross-sell opportunities within existing accounts.
• Work closely with the Sales and Commercial teams to develop tailored proposals and contracts.
• Manage client renewals and service expansions with attention to detail and commercial understanding.

Client Engagement & Feedback

• Facilitate monthly satisfaction surveys and feedback loops to collect actionable insights.
• Share feedback with internal stakeholders to drive continuous improvement and reduce churn.
• Coordinate and lead client training sessions to ensure optimal product adoption and utilization.

Project Coordination

• Collaborate with the Project Management Office (PMO) to represent client interests in project planning and execution.
• Ensure client goals are reflected in scopes, timelines, and deliverables.
• Track progress on key deliverables without assuming full project management responsibilities.

Qualifications & Experience

• 5+ years in a client-facing role such as Customer Success Manager, Account Manager, or Sales Operations.
• Proven experience managing multiple client accounts and working cross-functionally.
• Strong commercial acumen with a history of identifying and closing upsell opportunities.
• Highly organized with the ability to manage competing priorities in a fast-paced environment.
• Exceptional communication, presentation, and interpersonal skills.
• Proficient in CRM and support tools (e.g., Quick Base or equivalent).
• Comfortable working in a dynamic, startup-like environment proactive, adaptable, and resourceful.