Customer Success Manager

• Serve as the primary point of contact for assigned clients/partners.
• Build trusted relationships to ensure ongoing satisfaction and long-term engagement.
• Act as the escalation point for client/partner issues.
• Understand client/partner business needs to deliver tailored solutions.
• Identify upsell and cross-sell opportunities within existing accounts.
• Assist the Sales team in client/partner engagement and retention strategies.
• Coordinate and/or lead project calls between Engineering, Operations, and Sales.
• Act as liaison for internal and external project implementation.
• Guide new and existing clients/partners through onboarding.
• Facilitate training, enablement, and product/service adoption.
• Regularly assess client/partner needs and satisfaction levels.
• Ensure clients/partners are receiving maximum value from services.
• Train and support users on effective portal use.
• Maintain relevant content to ensure ease of navigation and alignment with goals.
• Collect and track client/partner feedback.
• Advocate internally for improvements based on insights.
• Act as point of contact for handling sales concession or credit review processes.
• Maintain organized, relevant, and up-to-date client-facing content.
• Work closely with internal departments and external client/partners to ensure seamless execution and service.

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