Customer Success Manager (CSM)

The Customer Success Manager (CSM) is responsible for ensuring customers derive maximum value from the company’s technology solutions and services. The role focuses on driving customer adoption, satisfaction, retention, renewals, and long-term relationship growth.

The CSM serves as the primary post-sales point of contact, coordinating internal teams to deliver a consistent and high-quality customer experience while identifying and supporting opportunities for renewals and account expansion.

Key Responsibilities

Customer Relationship Management

• Serve as the primary relationship manager for customers throughout the customer lifecycle.
  




• Build and maintain trusted advisor relationships with key customer stakeholders across technical, business, and executive levels.
  




• Proactively engage customers to understand their business objectives, challenges, and success criteria.
  




• Drive high levels of customer satisfaction, loyalty, and advocacy.
  

Onboarding & Adoption

• Lead customer onboarding and service kick-off activities following sales handover.
  




• Ensure smooth and effective adoption of deployed solutions and services.
  




• Coordinate with technical teams, vendors, and partners to resolve onboarding and deployment challenges.
  




• Monitor product and service usage and proactively address risks of low adoption.
  

Support & Issue Resolution

• Act as the customer’s internal advocate, ensuring issues are escalated and resolved effectively.
  




• Monitor SLA/OLA compliance and ensure timely resolution of incidents and service requests.
  




• Collaborate with Support, Presales, and Engineering teams to manage escalations and drive resolution.
  

Renewals & Retention

• Drive contract renewals, including subscriptions, licenses, and support agreements.
  




• Proactively manage renewal timelines to prevent service or license lapses.
  




• Identify churn risks early and implement appropriate retention strategies.
  




• Work closely with Sales and Presales teams to ensure successful and timely renewals.
  

Growth & Expansion

• Identify upsell and cross-sell opportunities aligned with customer needs and business value.
  




• Support account expansion initiatives through value-based engagements.
  




• Participate in Quarterly Business Reviews (QBRs) and customer success planning sessions.
  




• Provide structured feedback on customer needs, product gaps, and service improvement opportunities.
  

Reporting & Collaboration

• Maintain accurate and up-to-date customer records, engagement notes, and success plans in CRM systems.
  




• Track and report on customer health, satisfaction scores, adoption metrics, and renewal status.
  




• Collaborate effectively with Sales, Presales, Product, and Finance teams to ensure successful customer outcomes.
  

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
  




• Customer Retention and Renewal Rate
  




• SLA/OLA Compliance
  




• Time to Resolution for Customer Issues
  




• Product/Service Adoption Rates
  




• Upsell and Expansion Contribution
  




• Complaint Resolution Timelines
  

Requirements

Education

• Bachelor’s degree in Information Technology, Engineering, Business Administration, or a related field.
  

Experience

• 3–7 years of experience in Customer Success, Account Management, Service Delivery, or Technical Support.
  




• Experience in IT services, cloud solutions, enterprise infrastructure, or technology distribution is a strong advantage.
  

Skills & Competencies

• Strong customer-facing communication and relationship management skills.
  




• Solid understanding of enterprise IT solutions, including cloud, data center, networking, software, and licensing.
  




• Strong problem-solving and stakeholder management skills.
  




• Ability to manage multiple accounts and priorities effectively.
  




• Experience working with SLAs, renewals, and customer satisfaction metrics.
  




• Proficiency in CRM and service management tools.
  




• Data-driven, customer-centric, and results-oriented mindset.
  

Behavioral Expectations

• Customer-centric and empathetic approach.
  




• Strong ownership and accountability.
  




• Excellent collaboration and teamwork skills.
  




• Strategic thinking with strong attention to detail.
  




• Proactive, adaptable, and solution-oriented mindset.