Customer Success Role

A Customer Success Manager (CSM) is a key role responsible for developing and maintaining strong relationships with clients to ensure their success and satisfaction with the company's products or services. The CSM acts as a bridge between the customer and various internal teams, focusing on customer retention, growth, and overall success.

Key Responsibilities

Build and maintain strong relationships with assigned customers, addressing their needs and fostering long-term partnerships

Onboard new customers, providing training and support to ensure smooth adoption of products or services

Monitor customer health metrics and proactively engage to prevent issues and improve customer experience

Conduct regular check-ins and quarterly business reviews (QBRs) with customers to assess progress and identify growth opportunities

Collaborate with internal teams (Sales, Marketing, Product, Support) to ensure customer feedback is incorporated and issues are resolved promptly

Identify upsell and cross-sell opportunities, working with Sales to expand customer accounts

Analyze customer data to identify trends and opportunities for improvement

Develop and implement customer success strategies and best practices

Required Skills and Qualifications

Bachelor's degree or equivalent experience in customer support, sales, or account management

Excellent communication and interpersonal skills

Strong analytical and problem-solving abilities

Proficiency in customer relationship management (CRM) software and data analysis tools

Ability to manage multiple accounts and prioritize tasks effectively

Experience in the relevant industry or with similar products/services is preferred

Desired Attributes

Proactive and customer-centric mindset

Empathy and high emotional intelligence

Ability to adapt communication style to different stakeholders

Strong presentation and public speaking skills

Results-oriented with a focus on meeting customer success metrics

We are a sales recruitment agency that your organisation can rely on to find full time or temporary sales staff.

Get in touch with SMAART Recruitment by filling out our quote form below, visiting our Contact page, or speaking with a friendly staff member by calling us today on 1300 762 278.

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