ProductPlan

Customer Success Manager

• Lead customer onboarding and implementation activities, including kickoff calls, configuration guidance, and milestone planning to ensure a smooth and successful launch.
• Ensure a successful transition from onboarding to ongoing customer success ownership.
• Build and nurture strong relationships with key customer stakeholders by serving as their primary contact, addressing their questions, concerns, and feedback.
• Monitor customer usage and engagement to ensure they are leveraging the software to its fullest potential.
• Identify and promote additional features or integrations that could enhance the customer's experience and achieve their business objectives.
• Proactively manage customer accounts to anticipate and resolve potential issues before they escalate.
• Develop strategies to improve customer retention and reduce churn by understanding and addressing customer pain points.
• Monitor and manage a shared support queue, ensuring customer inquiries are acknowledged, prioritized, and resolved within established response time expectations.
• Act as the voice of the customer within ProductPlan by sharing insights and feedback with the Product and Development teams, advocating for customer needs, and contributing to product improvements based on user experiences.
• Track and report on key performance indicators (KPIs) related to customer success, including adoption rates, satisfaction scores, and renewal rates.
• Prepare and present regular reports on account health and progress towards customer goals.
• Support and mentor fellow CSMs, helping strengthen team performance through shared best practices, guidance, and day-to-day collaboration.
• Manage the renewal process for customer subscriptions, ensuring timely and successful renewals.
• Identify opportunities for upselling or cross-selling additional features or services.

Senior Customer Success Manager