Customer Success Manager

About the Role We are seeking a Customer Success Manager (CSM) to own customer relationships, maximize product adoption, reduce churn, and ensure long-term customer satisfaction. The ideal candidate has strong communication skills, experience working directly with U.S.-based customers, and a track record of driving outcomes in a SaaS or service-focused environment. Key Responsibilities Serve as the primary point of contact for assigned customers throughout their lifecycle. Lead onboarding, implementation, and product training to ensure successful adoption. Develop strong relationships with stakeholders and understand their business goals. Monitor account health, usage patterns, and risk indicators to identify early signs of churn. Conduct regular business reviews and share insights on ROI, product usage, and best practices. Partner with Sales and Product teams to address customer needs and surface enhancement requests. Resolve customer issues promptly, coordinating with support and engineering as needed. Drive retention, upsell, and expansion opportunities within assigned accounts. Maintain accurate records of customer interactions and account status using CRM tools. Represent the voice of the customer internally to help shape product roadmap and service improvements.

Required Qualifications Bachelor’s degree in Business, Marketing, Communications, or a related field. 3–8 years of experience in Customer Success, Account Management, Client Services, or related roles. Experience managing U.S.-based customers in SaaS, technology, fintech, or service organizations. Strong communication and relationship-building skills (email, phone, and video). Proficiency with CRM tools (Salesforce, HubSpot, Gainsight, Zendesk, etc.). Ability to analyze customer data and convert insights into action plans. Strong organizational skills and ability to manage multiple accounts simultaneously.