Careers

Position Overview:

The Customer Success Manager (CSM) is responsible for building and maintaining strong client relationships, ensuring clients achieve their goals using our platform, and driving client satisfaction and retention. The CSM will act as the primary point of contact for clients, providing strategic guidance, tracking performance, and identifying opportunities for growth and improvement.

Key Responsibilities:

• Client Relationship Management:

 - Serve as the main point of contact for assigned clients, managing the relationship from onboarding to ongoing support.

 - Conduct regular check-ins and quarterly business reviews to align with client objectives.

 - Build trust and ensure long-term client satisfaction through proactive communication and strategic guidance.




• Client Success Planning:

 - Collaborate with clients to define success metrics and develop action plans to meet their objectives.

 - Track client performance against key KPIs, such as containment rate, user satisfaction, and platform ROI.

 - Provide insights and recommendations to clients for optimizing platform usage and achieving their goals.




• Reporting and Analytics:

 - Prepare and deliver detailed performance reports, highlighting key metrics, trends, and actionable insights.

 - Monitor client engagement and feature utilization, ensuring clients maximize their investment.




• Upsell and Expansion Opportunities:

 - Identify opportunities for upselling additional features or services that align with client needs and objectives.

 - Work closely with the Sales team to present tailored solutions to clients.




• Collaboration and Support:

 - Partner with the Technical Support Specialist to resolve recurring client issues and enhance the client experience.

 - Coordinate with Product Development for feature requests or customizations based on client feedback.

 Qualifications:

• Bachelor’s degree in Business, Communications, or a related field.
• 3+ years of experience in customer success, account management, or a related client-facing role.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Excellent communication and interpersonal skills to build lasting client relationships.
• Familiarity with chatbot platforms, customer service systems, or SaaS solutions is a plus.
• Proficiency in tools like CRM systems, Excel, and reporting tools.