Customer Success (CS)

Description

Job Summary: The Customer Success Manager oversees the customer portfolio post-sale, ensuring customers achieve their goals, realize value, and drive expansion. Key Highlights: 1. Customer portfolio management and ensuring customer success 2. Churn prevention and identification of expansion opportunities 3. Serving as the primary point of contact and the customer's voice within the company The Customer Success Manager (CSM) is responsible for managing the customer portfolio after the sale, ensuring each customer achieves their objectives and realizes value from the purchased product/service. Acts as the primary point of contact, fostering relationships, preventing cancellations (churn), driving satisfaction (NPS/CSAT), and identifying expansion opportunities (upsell/cross\-sell). * Monitor the customer journey from post\-sale through to retention. * Conduct periodic meetings/check\-ins to monitor satisfaction and perceived value. * Develop customized Customer Success Plans. * Ensure adherence to SLAs for support, installation, and service delivery. * Monitor portfolio health metrics (engagement, NPS, CSAT, reworks). * Proactively prevent churn by identifying early risk signals. * Collect structured feedback and relay insights to Product, Marketing, and Operations teams. * Encourage testimonials, reviews, and referral programs. * Identify upsell/cross\-sell opportunities and escalate to the sales team when necessary. * Represent the "customer's voice" internally within the company.