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Mid LevelFull-time
Salary Range
$14,450 - $19,550 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Customer Success Manager to serve as the primary point of contact for global top and tier 1 customers and partners. This role involves comprehensive relationship management, proactive communication, and strategic thinking to ensure customer satisfaction and drive business growth.
Key Responsibilities
- →Serve as the primary point of contact for global top and tier 1 assigned customers and partners
- →Establish and maintain regular check-ins, including dashboard and report reviews
- →Create and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items
- →Monitor and ensure adherence to contractual commitments, including SLAs
- →Stay informed and drive engagement around upcoming renewals
- →Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use cases with a focus on upsell opportunities
- →Provide input on overall customer and partner health
- →Handle quality escalations and issues unresolved through standard Customer Care processes
- →Initiate and monitor action plans for identified quality trends and provide regular progress updates to customers/partners
- →Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports
- →Coordinate setup of non-standard customer reports and dashboards as needed
- →Review key performance indicators (KPIs) regularly with customers/partners
- →Communicate essential details to customers/partners about product retirements and replacement solutions
- →Ensure customer readiness for new product features integration
- →Coordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed)
- →Coordinate setup and delivery of new metadata for customers (new license deals) or partnership deals
- →Manage customer/partner deliveries and communication for limited release products
- →Create Product Inquiry tickets and coordinate customer responses
- →Create and maintain customer and partner-specific playbooks
Requirements
- ✓Proven experience in customer success, account management, or a similar role
- ✓Strong communication and relationship management skills
- ✓Ability to handle escalations and resolve complex issues
- ✓Experience with dashboards, reports, and KPIs
- ✓Strategic thinking and problem-solving abilities
- ✓Familiarity with product updates and integrations
