Customer Success Manager
Role Overview
We are seeking a proactive, client-focused Customer Success Manager (CSM) to oversee client onboarding, drive product adoption, and maximize customer retention and account expansion. In this role, you will build strong relationships with key accounts, serve as a trusted advisor, and ensure clients achieve their desired business outcomes using our products and services.
Key Skills for This Role
Full Job Posting
About the Role
We are seeking a proactive, client-focused Customer Success Manager (CSM) to oversee client onboarding, drive product adoption, and maximize customer retention and account expansion. In this role, you will build strong relationships with key accounts, serve as a trusted advisor, and ensure clients achieve their desired business outcomes using our products and services.
Key Responsibilities
- Relationship & Account Management: Serve as the primary partner for a portfolio of key accounts, fostering long-term relationships with stakeholders and executive sponsors.
- Onboarding & Adoption: Lead seamless customer onboarding, product implementation, and training programs to ensure rapid time-to-value.
- Retention & Renewals: Monitor account health metrics, proactively manage renewal risks, and secure high contract retention rates.
- Account Growth: Identify upsell and cross-sell opportunities in collaboration with Sales and Account Executive teams.
- Voice of Customer (VoC): Gather customer feedback, requests, and insights to share with Product, Engineering, and Marketing teams to guide product development.
- Quarterly Business Reviews (QBRs): Prepare and conduct regular strategic reviews with key accounts to evaluate success metrics, ROI, and future growth alignment.
Qualifications & Requirements
- Education: Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent practical experience).
- Experience: 3–5 years of experience in Customer Success, Account Management, or Client Services (SaaS experience preferred).
- Technical Skills: Proficiency with CRM tools (Salesforce, HubSpot) and Customer Success platforms (Gainsight, ChurnZero, Vitally).
- Communication: Exceptional verbal, written, presentation, and relationship-building skills.
- Problem-Solving & Data Analysis: Ability to track usage metrics, analyze customer behavior data, and develop strategic success plans.
About The Gores Group, LLC
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