Customer Success Manager job description

About the job

We are looking for a customer success manager to guide business clients after they sign, helping them set up and get full value from the service or system so they renew and expand their subscriptions.

Duties and responsibilities

• Onboard new clients, draw up an implementation plan for each and train their staff
• Monitor clients' usage and satisfaction and spot early those who need help
• Hold regular reviews with clients to show results and agree next goals
• Work with technical support and development to fix client issues and pass on their suggestions
• Track subscription and contract renewal dates and secure renewals
• Identify opportunities for wider use or extra services and pass them to sales
• Prepare user guides, training material and FAQs for clients
• Record client contacts and account health indicators in the CRM and report on retention

Working conditions

• Visits to client premises for training when needed

Requirements

• Bachelor's degree in business administration, information technology or a related field
• 3 to 6 years of experience in customer success, account management or technical support

The years of experience follow the level you choose when posting.

Skills

• Customer success
• Client onboarding
• User training
• Customer retention
• CRM
• Data analysis
• Problem solving
• Communication

Preferred

• Experience with software, digital services or electronic payment companies
• Good English
• Experience delivering training online