Customer Success Manager-Small/Medium-sized Businesses

This is an Individual Contributor role.

Position Purpose Statement

As a Customer Success Manager, you will be the driving force behind ensuring our customers achieve success with our platform, focusing on seamless onboarding, proactive engagement, and delivering data-driven insights. You will manage a dynamic portfolio of mid, low-touch, and tech-touch customers, ensuring they realise value quickly and continuously throughout their journey.

You will act as the voice of the customer, advocating for their needs. You'll play a pivotal role in driving retention and expansion by identifying opportunities, mitigating risks, and generating high-quality leads for our Account Executives.

A strategic thinker with a passion for customer outcomes, someone who thrives on using data to guide decisions, and is energised by working cross-functionally to elevate both the customer experience and our business growth.

Your Day to Day:

• Customer Success & Retention:

• Serve as a trusted advisor to customers, ensuring they derive maximum value from the platform.

• Proactively engage customers through regular check-ins, BRs, and strategic conversations to address needs and prevent churn.
• Drive renewal processes, manage collection calls, and develop retention strategies to ensure long-term customer success.
• Identify expansion opportunities and work with internal teams to increase platform usage.
• Advocate for customers by capturing and analysing feedback (e.g., NPS) to improve user experience.
• Develop and implement engagement strategies, including targeted campaigns, to foster customer loyalty.Drive efforts to create advocates within customer organisations, leveraging testimonials and referrals.

• Adoption & Training:

• Educate customers on platform features through training sessions, email campaigns, webinars, and one-on-one support.

• Provide guidance and best practices to ensure consistent usage and compliance with platform requirements.
• Address technical and operational concerns promptly to remove adoption barriers.
• Analyse customer engagement data to segment users and deliver tailored success strategies.

• Renewals & Expansion:

• Own key client processes, including renewals, to reduce churn and ensure continued partnership.

• Support Growth Propensity Index (GPI) initiatives by identifying upsell and cross-sell opportunities.
• Collaborate with Sales and Marketing to align on expansion strategies and lead generation efforts.

• Onboarding Support & Implementation:

• Assist with portal configuration, billing setup, and vendor onboarding, ensuring a smooth transition to full adoption.

• Coordinate with the Implementation Team to execute vendor onboarding projects within SLA.
• Work closely with CSM Leads to align onboarding with long-term customer success.'

Our Ideal MyPasser:

• Minimum 5 years of experience in a customer success, account management, or customer engagement role, ideally within a SaaS or technology-driven environment.
• Demonstrated ability to oversee renewals, drive retention strategies, and foster customer advocacy.
• Strong analytical skills to assess customer engagement, identify risks, and uncover expansion opportunities.
• Proficiency in CRM tools (HubSpot preferred), data analysis (Excel/Google Sheets), and communication platforms (Slack, Google Workspace, MS Teams, VoIP tools).
• Exceptional written and verbal communication skills, with the ability to build strong relationships and influence key stakeholders.
• Ability to deliver engaging product training, webinars, and customer business reviews , ensuring customers maximise value from the platform.
• A proactive, customer-centric mindset with strong problem-solving and conflict resolution skills
• Adaptability to work cross-functionally with sales, marketing, and product teams to enhance customer experience and drive growth.
• Strong curiosity and eagerness to stay updated with customer success best practices, emerging technologies, and industry trends.

Measures of Success:

• Proactively manage customer engagement, onboarding requests, and identify growth opportunities -.40% (improve % of healthy accounts, increase feature usage, Time to Value, minimise voluntary churn)
• Deliver screen-sharing sessions, product demonstrations, and training to drive platform adoption. - 20%(track participation rates, increase % of customers using key features, increase Customer Satisfaction Score post-training rating)
• Own renewal processes and retention efforts to maximize customer lifetime value. - 20% (target high % of client retention, track expansion revenue, identify growth opportunities)
• Monitor and act on NPS feedback to improve customer experience and advocacy. - 10% (increase promoter %, reduce detractors, track % of actioned improvements, capture advocacy stories)
• Attend internal meetings, stand-ups, and cross-functional collaboration sessions - 10% (contribute to CS efficiency, measured via internal feedback)

Development Objectives:

• 0-3 Months
• Engage proactively with customers via calls, emails, and screen-sharing sessions to drive feature adoption and ensure Time to Value (TTV) is minimised.
• Develop strong relationships with the Activation, Strategic Accounts, and Support/Operations teams to ensure smooth onboarding and issue resolution.
• Deepen product expertise to provide proactive guidance, training, and insights, helping customers maximise platform value.

• Track early engagement indicators (e.g., Product Adoption Rate, GPI, Customer Health Score) to flag at-risk accounts,

• 3-6 Months

• Conduct high-impact training and product demos that drive increased feature usage and platform adoption metrics.
• Identify growth opportunities by tracking upsell and cross-sell potential through customer engagement and usage data.
• Foster strong, lasting relationships through regular check-ins.
• Encourage customer advocacy, leveraging NPS promoters to generate referrals, testimonials, and case studies.

• Analyse NPS and customer feedback, implementing insights to improve customer experience and reduce churn risk.

• 6 – 12 Months

• Cultivate product advocates and leverage them for referrals, case studies, and testimonials to enhance the company's reputation and growth.
• Own contract management for non-strategic accounts, ensuring smooth renewals and long-term customer retention.