Customer Success Manager (Strategic Accounts)

Customer Success Manager plays a critical role in ensuring customer success and satisfaction, and is responsible for building and maintaining strong relationships with customers to help them achieve their goals and objectives.

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• Be responsible for onboarding new customers, setting expectations, and ensuring that they understand how to use the product or service.
• Develops and maintains strong relationships with customers, understands their goals and objectives, and provides guidance and support to help them achieve success.
• Provides training and educational resources to customers to help them use the services effectively and maximize its value.
• Provides technical support and troubleshoots issues to ensure that customers are satisfied and successful with the services.
• Be responsible for renewing customer contracts and identifying opportunities for up selling or cross-selling services.
• Analyzes customer data and metrics to identify trends, opportunities, and areas for improvement, and provides insights and recommendations to customers.
• Collects and analyzes customer feedback, communicates customer needs and concerns to the product or development teams, and advocates for customer needs within the organization.
• Be responsible for ensuring customer satisfaction and retention, and reducing customer churn.
• Continually improves processes and procedures to ensure that customers are successful and satisfied with the services, and shares feedback with the product or development teams to drive services improvements.

• A bachelor's degree in business administration, marketing, or a related field. A degree in computer science or information technology can also be beneficial.
• Experience in sales or marketing, particularly in the IT industry, is preferred. This includes experience in lead generation, lead qualification, and lead nurturing.
• Have a basic understanding of IT products and services such as cloud computing, cybersecurity, software development, application performance monitoring, observability.
• Strong verbal and written communication skills.
• Active listening skills.
• The ability to analyze data and make informed decisions based on business and technical metrics.
• Be able to manage multiple tasks and prioritize activities to meet monthly or quarterly quotas.
• Proficiency in a CRM system for tracking leads, activities, and outcomes.
• Be able to work collaboratively with the sales, marketing, and  customer success teams, share insights and feedback, and contribute to the overall success of the company's sales strategy.