Customer Success Manager
Skills
About This Role
Your Role
- as a Customer Success Manager:
- Own the customer experience: adoption and value of Appspace, customer satisfaction and retention
- Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges, if applicable
- Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed
- Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities and leveraging select customers as sales reference and/or case studies.
- Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics to continuously ensure maximum adoption and delight with Appspace platform
- Serve as the customer advocate, facilitating open discussions at all times
- Help resolve customer questions and/or find the answer working with internal teams strive to continuously learn and improve knowledge base
- Escalate support tickets as needed to ensure timely resolution of technical problems and until resolved, provide timely updates/communication back to the customer
- Deliver or arrange training sessions as needed for technical and non-technical users
- Communicate effectively and contribute to the broader CSM team best practices
- Product setup or configuration assistance
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