Customer Success Manager

About the job

Our client is looking for a proactive and empathetic Remote Customer Success Manager to join their growing global team. In this fully remote role, you will be the primary point of contact for a portfolio of our valued clients, ensuring they derive maximum value from our products and services. Your mission will be to foster strong, long-term relationships, drive customer adoption, retention, and growth by deeply understanding their business needs and objectives. You will provide strategic guidance, troubleshoot issues, gather feedback, and act as the voice of the customer internally. Key Responsibilities: • Manage a portfolio of assigned clients, building strong, long-lasting relationships based on trust and mutual understanding. • Proactively engage with clients to understand their business goals, challenges, and how our solutions can best support them. • Drive customer adoption and utilization of our products/services through regular check-ins, training sessions, and best practice sharing. • Monitor customer health scores and proactively identify at-risk accounts, developing and implementing retention strategies. • Serve as the primary point of contact for client inquiries, escalations, and issue resolution, ensuring timely and satisfactory outcomes. • Conduct regular business reviews (QBRs) with clients to assess progress, identify opportunities for expansion, and reinforce value. • Gather customer feedback and insights to inform product development and improve customer experience. • Collaborate with internal teams, including Sales, Support, and Product, to advocate for customer needs and ensure a seamless experience. • Develop and deliver training materials and resources to help clients maximize their use of our platform. • Identify opportunities for upselling and cross-selling based on client needs and business objectives. • Contribute to the development of customer success best practices and playbooks. • Maintain accurate and up-to-date records of client interactions and status in the CRM system.