We are looking for a Customer Success Manager, you will play a crucial role in driving revenue growth, ensuring client
satisfaction, implementing churn reduction strategies, facilitating cross-company communication, and escalating
issues effectively. You will be responsible for managing a team of Account Managers who are tasked with nurturing
and expanding relationships with our key clients. Your primary objective will be to drive retention, upsell
opportunities, and overall client success while minimizing churn rates and fostering collaboration across departments.
1. Team Leadership: Lead and manage a team of Account Managers, providing guidance, coaching, and mentorship
to ensure their success and professional development.
2. Client Relationship Management: Build strong relationships with key clients, understanding their business needs
and objectives to drive value and maximize satisfaction.
3. Churn Reduction Strategies: Develop and implement effective churn reduction strategies, including proactive
outreach, personalized retention plans, and targeted interventions to mitigate client attrition.
4. Cross-Company Communication: Facilitate communication and collaboration across departments, including sales,
marketing, operations, finance, and product teams, to ensure seamless delivery of services and alignment with
client expectations.
5. Issue Escalation: Escalate client issues and concerns to appropriate channels within the organization, ensuring
timely resolution and effective communication with clients.
6. Revenue Growth: Identify upsell and cross-sell opportunities within existing accounts, driving revenue growth and
achieving sales targets.
7. Retention Strategy: Execute strategies to enhance client retention rates, including proactive engagement, issue
resolution, renewals negotiation and continuous improvement initiatives.
8. Performance Monitoring: Monitor team performance metrics, such as client satisfaction scores, revenue targets,
churn rates, and account health indicators, taking proactive measures to address any areas of concern.
9. Reporting and Analysis: Generate regular reports and analysis on key account metrics, trends, and insights,
leveraging data to inform strategic decisions and drive actionable recommendations.
10. Continuous Improvement: Stay updated on industry trends, best practices, and competitor activities, identifying
opportunities to enhance account management processes and deliver exceptional customer experiences.
