Customer Success Manager

Job Summary We are seeking a Customer Success Partner to drive long-term value for our customers by ensuring successful adoption, retention, and growth. This is a strategic, client-facing role focused on building trusted partnerships, aligning solutions with business goals, and unlocking expansion opportunities. The ideal candidate will act as the primary owner of the customer lifecycle, working cross-functionally with internal teams to deliver measurable outcomes and exceptional customer experience. Key Responsibilities Customer Lifecycle Management Own the end-to-end customer journey including onboarding, adoption, engagement, renewal, and expansion. Drive product/service adoption to ensure customers achieve desired business outcomes. Monitor customer health and proactively address risks. Relationship Management Act as a trusted advisor to key stakeholders and decision-makers. Build and maintain strong, long-term relationships with enterprise clients. Engage with CXO-level stakeholders to align strategic goals. Retention and Growth Drive customer retention and minimize churn. Identify and execute upsell and cross-sell opportunities. Own or influence renewals and expansion revenue. Strategic Engagement Conduct Quarterly Business Reviews (QBRs) and executive check-ins. Aligning customer goals with company solutions, offerings, and product roadmap. Provide strategic recommendations to maximize customer value. Cross-Functional Collaboration Collaborate with Sales, Product, and Delivery/Operations teams to ensure seamless execution. Act as the voice of the customer within internal teams. Support alignment across teams to deliver consistent customer experience. Data and Insights Track and analyze customer health metrics, usage trends, and satisfaction scores (NPS, CSAT). Leverage insights to proactively mitigate risks and identify growth opportunities. Maintain accurate records in CRM systems and reporting dashboards. Key Metrics Customer retention rate Net Revenue Retention (NRR) Customer satisfaction (NPS/CSAT) Product/service adoption rates Expansion revenue Required Qualifications Bachelor’s or master’s degree in business, Marketing, Technology, or related field. 5–12+ years of experience in Customer Success, Account Management, or Client Partner roles. Proven track record in customer retention and relationship management. Experience driving revenue growth through upsell and cross-sell.