Customer Success Manager
$75,000–$100,000 year
On-siteMountain View Santa Clara County, California, United States
Job Summary
Guide new customers through seamless onboarding, ensuring they understand and leverage the platform effectively. Build strong, long-term relationships with key stakeholders and act as their advocate within the company. Drive high retention rates by monitoring customer health, anticipating risks, and implementing strategies to mitigate churn. Identify upsell and cross-sell opportunities by understanding customer goals and develop customized success plans to align solutions with business objectives. Gather and relay customer insights to Product and Marketing teams to shape future improvements. Encourage customer advocacy through case studies, testimonials, and referrals. Collaborate closely with Sales, Product, and Support teams to onboard, retain, and grow the customer base.
Required Qualifications
- 5+ years in Customer Success, Account Management, or a related role in SaaS/Tech
- Exceptional listening, presentation, and interpersonal skills to engage stakeholders at all levels
- Ability to troubleshoot issues, manage escalations, and collaborate cross-functionally for resolutions
- Comfortable analyzing usage data to derive insights and guide customer strategy
- Thrives in a fast-paced startup environment, managing multiple priorities with a proactive attitude
Desired Qualifications
- Passion for delivering exceptional customer experiences and driving measurable success
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