Customer Success Manager

• Develop and implement a company-wide Customer Success strategy
• Lead, coach and develop the Customer Success team (Onboarding, Support, Training, Key Account Management)
• Ensure a best-in-class customer experience across the entire customer journey
• Build and maintain long-term, strategic customer relationships
• Analyze customer needs, usage patterns and success indicators (KPIs, Health Scores, NPS, CSAT)
• Own retention, renewals, upsell and cross-sell opportunities
• Work closely with Product, Sales, Marketing and Development
• Manage escalations and ensure high service quality
• Implement process standards, playbooks and success metrics
• Strategically develop onboarding, adoption and enablement programs
• Represent the “Voice of the Customer” within the company and prioritize customer feedback
• Budget planning, resource allocation and forecasting for the Customer Success function

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