Customer Success Manager

Position OverviewAs our Client Success Champion, you'll be the primary advocate for our customers, focusing on building strong relationships, ensuring customer satisfaction, and maintaining our company's excellent reputation. This role combines strategic customer success initiatives with hands-on problem-solving to drive retention and create exceptional customer experiences. You'll serve as a key bridge between our clients and internal teams, transforming customer feedback into actionable insights while managing our brand reputation across various channels.Ideal CandidateOur ideal candidate is a client success professional who thrives on building and nurturing client relationships. You're naturally proactive, with strong emotional intelligence and excellent problem-solving abilities. You can navigate complex situations with grace, turn challenging interactions into opportunities, and maintain composure during escalations. You are data-driven but people-focused, able to analyze trends while maintaining the personal touch that builds lasting client relationships. Most importantly, you're passionate about customer advocacy and have a track record of driving customer success through both strategic planning and tactical execution.ResponsibilitiesCustomer Success & RetentionCreate and implement customized success plans to ensure client goal achievementLead proactive outreach programs to gather feedback and prevent churnServe as primary escalation point for complex client issuesReputation & Feedback ManagementMonitor and respond to customer feedback across social media channels and review platformsTransform customer feedback into actionable insights for product and service improvementsCollaborate with internal teams to implement customer-centric solutionsAnalysis & ReportingTrack and report key performance indicators for customer satisfaction and retentionDocument all customer interactions and resolutions in CRM systemIdentify trends in feedback and escalations to drive strategic improvementsQualifications5+ years of customer service experience in client-facing rolesPreferred background in customer experience management or customer successProven track record of maintaining high customer satisfaction and retention ratesStrong written and verbal communication skillsStrong problem-solving abilities with experience in conflict resolutionDetail oriented and analyticalBachelor's degree or equivalent experience

Created: 2025-02-21