Customer Success Manager
Role Overview
The Customer Success Manager supports customer retention, satisfaction, and growth using data, insights, and cross-functional collaboration.
The role analyzes customer health, identifies trends and risks, supports customer success initiatives, and recommends actions to improve customer experience and business outcomes.
Key Skills for This Role
Full Job Posting
Role overview
The Customer Success Manager supports customer retention, satisfaction, and growth using data, insights, and cross-functional collaboration.
The role analyzes customer health, identifies trends and risks, supports customer success initiatives, and recommends actions to improve customer experience and business outcomes.
Responsibilities
- Monitor health scores, usage, renewals, engagement, churn, retention, expansion opportunities, and customer utilization.
- Build KPI dashboards and reports; identify at-risk customers and recommend proactive interventions.
- Respond to customer and product inquiries, manage escalations, track support trends and SLAs, and communicate during resolution.
- Work with Technical Support, Product, and Engineering to resolve issues; document feedback and feature requests and perform root-cause analysis.
- Support onboarding, adoption, renewals, customer advocacy, lifecycle management, and data-driven success strategies.
- Share customer trends with stakeholders and support process and operational improvements.
Qualifications
- Degree in computer science, business management, or a related field.
- Five or more years of business analysis experience.
- Familiarity with Agile methodology, ASAP methodology, and Design Thinking; cross-platform integration knowledge.
- Problem-solving ability, with capacity to work independently and collaboratively.
- Experience with full-lifecycle implementations; SAP technology experience is a plus.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Sodales Solutions
Bilingual Business Analyst - Spanish
Toronto, CAN
The employer is seeking an experienced, bilingual Business Analyst to shape enterprise business and technology solutions. You’ll gather and document requirements, coordinate stakeholders and technical teams, and support
IT Business Analyst
Toronto, CAN
Sodales Solutions seeks an experienced IT Business Analyst to translate business needs into enterprise technology solutions. You will lead requirements discovery, process analysis, project coordination, and support for i
Bilingual Business Analyst - Spanish
Toronto, CAN
Bilingual Business Analyst - Spanish
Toronto, CAN
Web Designer. Front-End Designer
Toronto, CAN
Customer Success Manager
Toronto, CAN
IT Project Manager
Toronto, CAN
IT Business Analyst
Toronto, CAN
Front-End Designer
Toronto, CAN
Business Analyst
Toronto, CAN