The role of a customer success manager plays a pivotal part in customer engagement and growth initiatives.
job description:
you will work closely with customers to ensure they feel empowered, supported, and successful while using our platform.
main responsibilities:
* develop strong relationships with assigned customers, including corporate accounts, franchises, and individual users.
* conduct regular check-ins to maintain high net promoter scores (nps) and ensure customers are fully engaged with the platform.
* understand how customers' businesses operate, identify their unique needs, and make strategic recommendations to drive their success.
* become a trusted advisor to key stakeholders and executives, advocating for their business goals.
* provide customer education to ensure a seamless transition from onboarding to customer success.
* conduct product walkthroughs to guarantee customers effectively utilize key features and value-added products.
* drive product adoption by proactively addressing customer challenges and recommending solutions.
* manage accounts to drive upsells, cross-sells, and successful renewals.
* partner with sales and commercial teams to identify and execute revenue growth opportunities.
* serve as the primary point of contact for customer concerns, ensuring issues are addressed promptly and effectively.
* remove roadblocks to adoption by identifying challenges and proposing solutions.
* represent customer feedback and use cases internally to improve the platform.
* track and report on key customer success metrics, including engagement levels, product adoption, nps, and renewal rates.
* provide regular updates on account health to internal stakeholders.