Customer Success Manager

Overview The Customer Success Manager (CSM) is responsible for managing customer relationships post-implementation to ensure successful adoption of Datapel’s solutions. The CSM will work closely with customers to help them achieve their goals, drive product usage, and reduce churn. This role also focuses on keeping clients updated on new features, maintaining long-term customer satisfaction, and identifying opportunities for upselling and cross-selling. Primary Responsibilities Post-Go-Live Engagement: Serve as the main point of contact for customers after they go live with Datapel’s solutions. Build strong relationships with key stakeholders to ensure a smooth transition from onboarding to full adoption. Understand customer goals and tailor strategies to help them meet those objectives using Datapel’s products. Customer Adoption and Success: Drive customer engagement and product adoption through regular check-ins, training, and support. Keep clients updated on new features and product enhancements to ensure they are informed of the latest capabilities. Monitor customer usage data to proactively address potential issues and optimise workflows. Work closely with the technical support team to resolve escalated issues and ensure customer satisfaction. Churn Reduction and Retention: Identify at-risk customers and develop strategies to mitigate churn. Proactively address customer pain points, providing solutions that enhance their experience. Conduct periodic reviews with customers to ensure continued value from the platform and identify opportunities for expansion. Cross-Functional Collaboration: Collaborate with the Sales, Onboarding, and Product teams to ensure alignment on customer needs. Provide feedback to the product team to influence feature enhancements based on customer feedback. Reporting and Insights: Track and report on key metrics such as customer health, adoption rates, and churn. Provide insights on customer trends to support data-driven decisions within the company. Required Qualifications and Experience Education & Experience 5+ years of experience in customer success or account management roles, preferably within a SaaS or technology environment. Proven experience in reducing churn and driving customer adoption of software products. Strong understanding of post-sales processes and customer relationship management. Technical Skills Familiarity with customer success platforms, CRM tools (e.g., HubSpot), and data analysis tools. Ability to interpret customer usage data and recommend actionable insights. Desired Competencies Essential Skills Relationship Building: Ability to build trust and maintain strong relationships with customers. Problem-Solving: Strong analytical and problem-solving skills to address customer challenges effectively. Communication: Excellent verbal and written communication skills to engage with customers and internal teams. Proactive Mindset: Ability to anticipate customer needs and offer proactive support. Core Competencies Customer-Centric: Commitment to delivering value and driving customer satisfaction. Collaboration: Ability to work across departments to deliver a seamless customer experience. Adaptability: Ability to handle a dynamic and evolving product environment. Performance Metrics (KPIs) Customer retention and churn rates. Customer satisfaction (CSAT) and Net Promoter Score (NPS). Adoption and usage rates. Personal Attributes Strong attention to detail and ability to prioritize tasks. Ability to remain calm under pressure and deliver results. Eager to contribute to customer success and company growth. #J-18808-Ljbffr