Customer Success Manager

• Lead the planning, execution, and delivery of customer-facing projects, ensuring all milestones and deadlines are met.
• Work closely with internal teams, including product management, software development, QA, and operations, to ensure alignment on project goals, timelines, and deliverables.
• Maintain accurate project documentation, including schedules, scope, and project progress reports, and provide regular status updates to stakeholders.
• Proactively identify and manage risks, providing mitigation plans to ensure successful project delivery.
• Ensure that all deliverables meet the required quality standards and customer expectations by working closely with the QA team during the development lifecycle.
• Manage and analyze customer support requests related to software delivery, identifying trends and potential issues, and ensuring timely resolution by coordinating with the appropriate teams.
• Lead user training sessions and conduct office hours to ensure customers are equipped to use the software effectively. Provide ongoing support during and after training to address any questions or challenges.
• Monitor customer usage of the software to identify adoption gaps or underutilized features. Proactively work with customers to improve software usage and drive greater value from the solution.

Associate Customer Success Manager

Publisher Success Manager