Customer Success Manager

Job Description

The Customer Success Manager plays a critical role in driving customer retention, satisfaction, and growth by leveraging data, insights, and cross-functional collaboration. This position is responsible for analyzing customer health metrics, identifying trends and risks, supporting customer success initiatives, and providing actionable recommendations that improve the customer experience and business outcomes.

Responsibilities

Monitor and analyze customer health scores, usage data, renewal metrics, and engagement trends.

• Develop dashboards and reports to track customer success KPIs.
• Identify at-risk customers and provide recommendations for proactive intervention.
• Analyze churn, retention, and expansion opportunities.
• Serve as a point of contact for customer inquiries, product questions, and escalations.

Monitor and analyze support ticket trends to identify recurring customer issues and opportunities for process improvement.

Collaborate with Technical Support, Product, and Engineering teams to ensure timely resolution of customer concerns.

Track support SLAs and customer response times to maintain high service standards.

Assist in managing escalated customer cases and provide proactive communication throughout the resolution process.

Document customer-reported issues, feedback, and feature requests to support product enhancements.

• Conduct root-cause analysis of support cases and recommend preventative measures.
• Partner with Customer Success Managers (CSMs) to optimize customer lifecycle management.
• Support onboarding, adoption, renewal, and customer advocacy initiatives.
• Track customer engagement and product utilization.
• Assist in developing customer success strategies based on data-driven insights.
• Communicate customer needs and trends to internal stakeholders

Support process improvement initiatives that enhance operational efficiency and customer experience

Qualifications

• Degree in computer science or business management and related fields
• 5+ years of BA experience
• Familiar with Agile methodology, ASAP methodology and Design Thinking
• Having excellent problem-solving skills to identify improvement opportunities and suggest product road maps
• Ability to work as an individual contributor as well as a team player
• Requires cross platform integration knowledge
• Experience with SAP technologies is a plus
• Experience with full life-cycle implementations