Customer Success Manager

Company : Lognormal Analytics

Job Description - Customer Success Manager

The Customer Success Executive will support customer adoption, engagement, and value realisation of the Flacon Dive SaaS platform. This is a hands -on, execution -focused role suited for a junior professional in a fast -paced environment.

The role requires working closely with customers to track usage, understand behaviour, and improve adoption through regular interactions and data -driven insights. You will collaborate with delivery and product teams and act as a quality advocate, contributing to continuous improvement of both service delivery and the product.

Core Objectives of the Role

Increase usage and adoption of the Flacon Dive platform.
Support customers in achieving measurable outcomes through the product
Use data and customer feedback to improve service quality and product experience
Build strong foundational skills in SaaS customer success and analytics

Key Responsibilities

1. Customer Engagement & Support

Conduct regular customer connects (check -ins, follow -ups, adoption reviews) under guidance from
senior team members.
Support customers during post -onboarding to ensure smooth usage of the platform.
Respond to customer queries related to usage, features, and basic troubleshooting.
Maintain accurate records of customer interactions, action items, and outcomes.

2. Product Adoption & Usage Tracking

Monitor customer usage data to track logins, feature usage, and engagement trends.
Identify early signs of low adoption or disengagement and escalate appropriately.
Assist in executing adoption initiatives such as walkthroughs, training sessions, and feature enablement.
Support the creation and maintenance of adoption play books, FAQs, and usage guides.

3. Data & Behavioural Analysis (Foundational Level)

Work with dashboards and reports to analyse basic customer behaviour and usage patterns.
Prepare simple reports and summaries for internal review and customer discussions.
Learn to translate data insights into clear observations and recommended next steps.
Support senior team members in cohort analysis and adoption studies.

4. Cross -Functional Collaboration

Coordinate with the Delivery Team to address customer issues, feedback, and enablement needs.
Share customer insights and recurring issues with the Product Team to support product improvements.Assist in validating new features through customer feedback and pilot participation.

5. Quality & Continuous Improvement

Act as a quality advocate by ensuring customer interactions meet defined service standards.
Capture customer feedback systematically and ensure it is logged and shared.
Participate in internal reviews focused on improving processes, documentation, and customer experience.
Support continuous improvement initiatives related to service delivery and product usability.

Competency Framework

1. Customer Orientation

Demonstrates empathy and a genuine interest in customer success
Listens actively and follows through on commitments
Maintains professionalism in all customer interactions

2. Analytical Thinking (Foundational)

Comfortable working with data, numbers, and reports
Able to identify basic patterns and trends in usage data
Shows curiosity to understand “why” behind customer behaviour

3. Execution & Ownership

Takes responsibility for assigned customers and tasks
Follows processes consistently while adapting to organisational pace
Completes work with accuracy and attention to detail

4. Learning Agility

Quickly learns SaaS concepts, product features, and customer workflows
Open to feedback and continuous skill development
Demonstrates willingness to grow into higher -responsibility roles

5. Collaboration & Communication

Communicates clearly with customers and internal teams
Shares updates, risks, and learnings proactively
Works effectively in a cross -functional environment

Email address

Why are you reporting this job?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

All Job Ads are subject to GrabJobs’s Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by GrabJobs moderation team. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.