Customer Success Manager

• Develop and implement strategies and frameworks for the client success operation, aligning with the company's overall goals and objectives;
• Manage the client portfolio for the regions, seeking a net client retention of above 100%;
• Manage the successful implementation of all new clients within budget and timelines;
• Build and lead a high-performing client management team, providing guidance, support, and mentorship to ensure exceptional service delivery;
• Establish and maintain strong relationships with key stakeholders, including executives, sales regional and executives, decision-makers, and influencers within client organizations;
• Serve as the primary point of contact for escalated client issues, working collaboratively with cross-functional teams to resolve challenges and increase satisfaction of clients in distress;
• Help the team renew and renegotiate contracts when needed;
• Analyze client usage data and performance metrics to track progress, identify trends, and proactively address any issues or opportunities with the team;
• Work together with sales to identify and direct opportunities for upselling and cross-selling within the existing clients;
• Identify marketing material based on clients business cases and intermediate contacts for marketing campaigns and referrals from clients;
• Collaborate with product and other teams to identify product enhancements based on client feedback and needs;
• Collaborate with other regions to identify and replicate best practices around the world;
• Undertake internal projects for continuous improvement and innovation of the client management operation;
• Develop and deliver regular reports to senior leadership, providing status, insights and recommendations to drive and grow the business, and gather directions on difficult situations.

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