Customer Success Manager

About the role

The Customer Success Manager owns the post‑sales relationship, ensuring customers derive measurable value from our products and services. You will drive adoption, retention, satisfaction and long‑term growth by proactively managing the customer lifecycle.

Key responsibilities

• Serve as the primary post‑sales relationship owner and trusted advisor.
• Conduct regular check‑ins, service reviews and Quarterly Business Reviews (QBRs).
• Align solutions with customer business objectives and develop corrective action plans for identified risks.
• Monitor health indicators, usage metrics and proactively flag churn risks.
• Manage escalations with support, engineering and other internal teams while ensuring SLA compliance.
• Coordinate with Call Center, Operations/NOC, Sales and other functions to deliver service excellence.
• Advocate internally for customer needs and support renewal processes.
• Track KPIs and customer health scores.

Required profile

• Bachelor’s degree in Business Administration, Marketing, IT, Engineering or related field.
• 6‑10 years of experience in Customer Success, Account Management or Service Delivery, preferably in technology, telecommunications or digital services.
• Experience managing enterprise or strategic accounts in complex, multi‑stakeholder environments.

Required skills

• Proficiency with customer success platforms.
• Strong experience using CRM systems such as Salesforce.
• Ability to work with data analytics and reporting tools.