Customer Success Manager

Customer Success Manager

The Customer Success Manager (CSM) is responsible for building and maintaining strong relationships with clients to ensure satisfaction, retention, and growth. Acting as a trusted advisor, the CSM works closely with customers to understand their business goals and challenges, ensuring they derive maximum value from the company's products or services. This role involves onboarding new clients, providing ongoing support and guidance, identifying upsell opportunities, and serving as the voice of the customer within the organization.

Customer Support Oversight

• Handle escalated customer issues and difficult cases that require high-level problem-solving.
• Develop and implement standardized workflows and processes for customer support to ensure consistency and efficiency.
• Monitor and improve response times and other customer service metrics to ensure the team meets expectations.

Customer Experience Management

Process Improvement

Reporting and Analytics

Software / Product Expertise

Escalation Management

Accounts Receivable

Ensure that all customer invoices are paid on time and follow up with customers on any overdue payments.

Work with customers to resolve any billing discrepancies or issues that arise with invoices.

Forecast Understanding

Provide insights into customer payment behavior (e.g., are customers paying on time, are there seasonal fluctuations?) to support accurate cash flow forecasting.

Work with teams to understand revenue forecasts and customer payment trends, ensuring accurate financial planning.

Other duties and responsibilities as assigned.