Job Summary:
The Customer Success Service Manager is responsible for ensuring client satisfaction, retention, and growth by providing proactive service, support, and strategic guidance. This role acts as the main point of contact along with a Platinum Customer Success Manager for clients post-sale, working cross-functionally with Sales, Product, and Support teams to ensure seamless customer experience.
Key Responsibilities:
- Client Relationship Management:
- Serve as the primary point of escalation contact for a portfolio of key clients.
- Develop strong, trusted relationships to ensure customer satisfaction and loyalty.
- Regularly communicate with clients to understand their goals, challenges, and feedback.
- Onboarding & Adoption:
- Lead the onboarding process for new customers to ensure a smooth transition from sales.
- Train clients on platform features and best practices to drive product adoption.
- Account Health & Retention:
- Monitor customer health metrics and proactively address issues.
- Develop and execute strategies to increase customer retention and reduce churn.
- Identify upsell and cross-sell opportunities in collaboration with the sales team.
- Issue Resolution & Escalation:
- Address and resolve client concerns quickly and effectively.
- Coordinate with internal teams to manage escalations and ensure timely resolution.
- Data & Reporting:
- Analyze customer usage data to provide insights and recommendations.
- Prepare regular reports on account health, usage, and satisfaction.
- Team Collaboration:
- Partner with Product and Support teams to relay customer feedback and advocate for product improvements.
- Collaborate with marketing to develop customer success stories and testimonials.