Customer Success Manager

Job Summary

Working remotely on a part-time basis, the Customer Success Manager will be responsible for ensuring the ongoing success and growth of service offerings by engaging with customers, tracking key success metrics, and conducting account reviews while maintaining strong relationships to enhance customer satisfaction and drive renewals.

Key responsibilities

• Develop and maintain a deep understanding of customers' business goals and challenges to guide them through implementation and adoption phases
• Act as the primary point of contact for customers, assisting with service utilization and managing escalations for priority support
• Conduct quarterly workshops and monthly review sessions to align services with customer objectives and validate progress

Required qualifications

• Bachelor's degree in communications, Computer Science, Business, or a related field
• 8 years of relevant industry experience, including customer management for large and complex accounts
• Proven ability to analyze complex situations and develop action plans to achieve objectives
• Experience with CRM software such as Salesforce and ITSM software like ServiceNow
• Industry certifications such as ITIL, PMP, COBIT, or Six Sigma are preferred