Full job description

We are seeking a proactive and relationship-driven Customer Success Manager to join our client's team. You will be responsible for nurturing strong, long-term relationships with clients and strategic partners, ensuring high levels of satisfaction, engagement, and retention.

As the CSM, you will act as a trusted advisor, guiding customers, managing complex enquiries, and identifying opportunities to expand account value through up sell and cross-sell initiatives.

If you possess a customer-first mindset, excellent communication skills, and a track record of effectively managing multi-account portfolios, we would love to hear from you.

Key responsibilities:

• Serve as the primary point of contact for customer enquiries, escalations, and ongoing support.
• Build and maintain trusted, long-term relationships with customers and key partners. Understanding client goals to ensure services deliver maximum value and satisfaction.
• Guide new customers seamlessly through the on boarding journey. Delivering customer training, live demos, and feature walkthroughs tailored to user needs.
• Conduct regular check-ins and business reviews to capture client feedback and drive continuous satisfaction.
• Establish and nurture collaborative relationships with external service providers, vendors, and strategic partners
• Coordinate with third-party partners and internal operations teams to resolve complex account issues efficiently.
• Partner with the Sales team to support renewal strategies.
• Identify up sell, cross-sell, and account expansion opportunities, as well as lead win-back strategies for legacy accounts.
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