Customer Success Manager

• Develop and execute the customer success vision, strategy, and objectives in alignment with overall company goals
• Collaborate with leaders to integrate customer success into all aspects of the business
• Work closely with sales, product development, onboarding, marketing, product, and other departments to ensure seamless coordination, communication, and handoffs
• Advocate for customer needs and insights within the organization
• Implement best practices for delivering an exceptional customer experience throughout the entire customer lifecycle
• Continuously assess and refine customer touchpoints to drive satisfaction and loyalty
• Develop and nurture customer advocates to support marketing and sales efforts
• Leverage customer testimonials, case studies, and success stories to enhance the company's reputation
• Develop and implement strategies to reduce churn and increase customer retention
• Identify opportunities for upselling and cross-selling to maximize customer lifetime value
• Manage, recruit, and train a world-class customer success team
• Foster a customer-centric culture, ensuring the team is motivated and equipped to deliver outstanding results
• Utilize data and analytics to measure customer success metrics, track KPIs, and drive improvements in customer satisfaction
• Report directly to the VP of Client Success and lead a high-performing team dedicated to customer satisfaction, retention, and growth

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