Customer Success Manager

The
Customer Success Manager (CSM)
is responsible for leading customer relationships and ensuring the adoption, retention, and growth of software solutions. Acting as a trusted advisor, the CSM drives measurable outcomes aligned with customer business objectives while promoting long-term satisfaction and loyalty.

There's a lot to love about Connext. Here are some of the reasons why:

• Competitive salary and bonuses
• 25% Night Differential Pay
• 20 Annual Leave Credits
• Health, dental, and life insurance
• Fun HR virtual and onsite events
• Professional development and training opportunities
• Employee assistance programs (EAP)
• Employee volunteer and community service opportunities
• Amenities for leisure and recreation
• Certified Great Place to Work (2022)

Job Description

• Build and maintain strong, trusted customer relationships, serving as the primary point of contact.

• Conduct business reviews and strategic check-ins with customers to align on objectives and demonstrate ROI.

• Act as the customer advocate internally, ensuring needs and feedback are communicated across the organization.

• Oversee onboarding processes for new customers to ensure smooth implementation handoff.

• Drive adoption of product features through training, enablement, and ongoing guidance.

• Develop tailored success plans aligned with customer goals and track progress against defined KPIs.

• Monitor customer health, usage patterns, and satisfaction to identify churn risks and opportunities.

• Lead renewal conversations by demonstrating business value and aligning with customer priorities.

• Partner with Sales and Account Management to identify upsell/cross-sell opportunities.

• Collaborate with Product and Engineering to provide customer insights that inform roadmap priorities.

• Partner with Support to ensure escalations are resolved promptly.

• Work closely with Marketing and Sales to share customer success stories and feedback.

• Establish best practices, playbooks, and scalable workflows for customer success.

• Track and analyze customer success metrics (e.g., adoption, NPS, churn, expansion revenue).

• Contribute to internal knowledge sharing by documenting lessons learned, FAQs, and customer resources.

Required Qualifications

• Bachelor's degree in Business, Communications, or a related field.

• Minimum of five (5) years of experience in Customer Success, Account Management, or a client-facing role.

• At least one (1) year of experience in people management or leadership role in any industry.

• Experience with customer success and CRM tools (e.g., Gainsight, Salesforce, HubSpot, Zendesk).

• Demonstrates success in managing enterprise or strategic accounts in a SaaS or technology-driven company.

• Has experience in relationship-building and account management.

• Applies business acumen to effectively align product capabilities with customer goals.

• Proven ability to analyze customer data and translate insights into actionable strategies.

• Well-developed organizational skills to manage multiple accounts and priorities simultaneously.

• Clear and coherent both in written and verbal communication skills in English, to effectively converse with technical and executive audiences.

Benefits:

• Company Christmas Gift
• Company Events
• Health Insurance
• Life Insurance
• Opportunities for promotion
• Pay raise
• Promotion to a permanent employee

Why choose

CONNEXT?Great Company Culture, a Great Place to Work Certified, Great Benefits, and lots of room for growth
.

Connext Global
Solutions is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.