Customer Success Manager

Customer Success Manager

Requirements

• Minimum of 4 years of experience in a customer-facing role, preferably in Customer Success within a B2B SaaS environment.
• Ability to navigate through ambiguity in your account’s problem statements and make them successful
• Self-motivated and proactive with innovative ideas to drive customer loyalty and adoption.
• Excellent interpersonal skills and a proven track record of building strong customer relationships.
• Strategic partner mindset with confidence in client interactions.
• Collaborative and personable, capable of working effectively across teams and functions.
• Thoughtful, curious, and a natural problem-solver.

Responsibilities

• Own the Customer Journey: Lead the entire customer lifecycle from onboarding to ongoing relationship management, ensuring an exceptional user experience at every touchpoint. Proactively identify and address both stated and unstated customer challenges while driving product adoption and business value.
• Build Deep Customer Understanding: Develop a strong understanding of customer motivations, business drivers, current processes, and desired outcomes. Leverage these insights to design and adapt tailored solutions that maximize customer success.
• Drive Growth and Retention: Strategically manage all aspects of customer accounts, including retention, cross-selling, and up-selling opportunities. Monitor and analyze customer engagement and adoption metrics to continuously enhance user satisfaction and drive growth.
• Champion the Customer Voice: Act as the voice of the customer within Prodigal, collaborating closely with Product, Sales, and Growth teams to align product offerings with customer needs. Clearly communicate customer feedback, expectations, and business opportunities to influence product development and innovation.
• Foster Cross-functional Collaboration: Partner with Sales, Growth, and Product teams to establish efficient processes for pilots, onboarding, training, and customer support. Collaborate with cross-functional and cross-geographical teams to ensure customers realize ROI, optimize operations, and unlock strategic growth opportunities.
• Set Clear Expectations: Manage customer expectations by transparently communicating product capabilities and limitations. Proactively navigate challenges to maintain trust and long-term customer relationships.
• Data-Driven Insights: Analyze usage patterns and customer feedback to drive continuous improvement and expansion strategies. Also the ability to analyze customer metrics tracked by the software to provide consultation regarding the customer’s business opportunities
• Renewals & Expansion: Collaborate with Sales to manage renewals and identify opportunities for expansion.

Preferred Qualifications

No preferred qualifications provided.