Customer Success Manager

Description

We are seeking a Customer Success Manager to lead post-sale client relationships, ensuring smooth onboarding, strong adoption, and long-term growth. This role blends account ownership, project execution, and strategic collaboration across internal teams. You will manage a customer portfolio and drive measurable outcomes aligned with client business goals.

What You Will Do

Customer Portfolio Management

• Own a book of business, driving overall account health and satisfaction.
• Conduct regular cadence calls, QBRs, and strategy sessions with customers.
• Monitor adoption and system usage, identifying risks and growth opportunities.
• Retain and grow accounts through proactive engagement and value delivery.

Onboarding & Delivery Execution

• Lead customer onboarding and ensure seamless go-lives.
• Collaborate with cross-functional project teams (TAM, engineers) to deliver solutions on time and within scope.
• Track milestones, dependencies, and risks with precision.

Customer Growth & Expansion

• Identify upsell and expansion opportunities through ongoing engagement.
• Collaborate with Sales and Account teams to support growth initiatives.
• Drive customer outcomes and long-term value realization.

Cross-Functional Collaboration

• Partner with Product, Engineering, Support, and Data teams to resolve issues and implement solutions.
• Share customer feedback with internal teams to inform product improvements.

Reporting & Visibility

• Maintain accurate records in HubSpot and communicate updates via Slack and internal reports.
• Provide regular updates to senior leadership on customer health, risks, and success metrics.

Requirements

• 2–5 years of experience in Customer Success or Project Management within a SaaS company.
• Hands-on experience with inventory planning, supply chain operations, and retail offer processes (e.g., assortment/merch planning, demand forecasting & replenishment, pricing, promotions/markdowns).
• Bachelor’s degree required; Industrial Engineering preferred.
• Fluency in English is a must.
• Excellent communication and relationship-building skills.
• Strong analytical skills; proficiency in Excel required, SQL a plus.
• Highly organized, dependable, and comfortable managing multiple priorities.
• Ability to work cross-functionally.