Job: Customer Success Manager

Description

Our client is seeking an ambitious and hands-on Customer Success Manager (CSM) to drive customer satisfaction and retention. In this role, you will play a key part in ensuring their customers maximize the value of their product, while also developing processes and strategies that scale their customer success efforts. This is an exciting opportunity to take on both operational and customer-facing responsibilities as we continue to expand.

Our client is looking for someone who can proactively work with clients to understand their needs, help them navigate challenges, and ensure they achieve their business goals. You’ll also collaborate with internal teams to build reports, dashboards, and processes that help customers realize and track the value they’re receiving. As a CSM with our client, you’ll play a pivotal role in growing long-term relationships and identifying opportunities for customers to further engage with their product.

Responsibilities:

• Customer Relationship Management: Manage a portfolio of key accounts, ensuring customers are onboarded successfully, adopting their solutions, and achieving their goals.
• Data & Value Tracking: Work with the data team to build and update reports and dashboards that showcase the value customers are receiving. Help clients interpret these insights to identify opportunities for growth or improvement.
• Customer Advocacy: Be the voice of the customer within our client’s company, ensuring feedback is incorporated into product development and that solutions align with customer needs.
• Process Optimization: Collaborate with internal teams to enhance customer success processes, including onboarding, support workflows, and value measurement.
• Roadmap Collaboration: Work closely with delivery and product marketing teams to ensure customer roadmaps are aligned and evolving based on their needs and feedback.
• Growth Strategy Development: Develop and execute strategies that support customer growth, ensuring that workflows are optimized to generate engagement and drive customer success.

Requirements

• 5+ years of experience in account management, ideally within the CPG industry.
• Bilingual (English/Spanish): Fluent in both languages and comfortable working with diverse clients.
• Hands-On & Detail-Oriented: Ready to manage day-to-day tasks while also focusing on developing long-term processes and strategies.
• Ambitious & Eager to Learn: Driven to take on new challenges and continuously improve skills and knowledge.
• Strong Relationship Builder: Skilled at building strong relationships with both customers and internal teams.
• Problem Solver: Able to creatively address customer challenges, maintaining composure in high-pressure situations.