Customer Success Manager

Role Summary

We are seeking an experienced Customer Success Manager with 5 years of expereince to lead customer onboarding, drive product adoption, and ensure customers realize maximum business value from our solutions. The ideal candidate will own customer success planning, stakeholder engagement, adoption programs, and execution strategies that improve customer satisfaction, retention, and growth.

The role requires a combination of project management, customer engagement, strategic planning, and data-driven decision-making to ensure successful customer outcomes.

Key Responsibilities

Customer Onboarding

• Manage end-to-end customer onboarding programs.
• Develop onboarding plans aligned with customer goals and timelines.
• Coordinate across Product, Sales, Support, and Professional Services teams.
• Ensure smooth transition from implementation to adoption.
• Conduct onboarding workshops and training sessions.

Product Adoption & Engagement

• Build and execute adoption strategies for new and existing customers.
• Monitor product usage and identify adoption gaps.
• Create success plans and drive execution against customer objectives.
• Promote feature adoption and best practices.
• Increase customer engagement through regular business reviews and touchpoints.

Customer Success Planning

• Develop customer success frameworks and playbooks.
• Define customer health metrics and success KPIs.
• Establish adoption milestones and value realization plans.
• Create customer journey maps and lifecycle strategies.
• Proactively identify risks and mitigation plans.

Stakeholder Management

• Build trusted advisor relationships with customer stakeholders.
• Conduct Executive Business Reviews (EBRs/QBRs).
• Manage customer expectations and communication plans.
• Collaborate with Product teams to communicate customer feedback and enhancement requests.

Retention & Growth

• Drive customer retention initiatives.
• Identify opportunities for expansion and cross-functional engagement.
• Support renewal discussions through demonstrated customer value.
• Monitor customer satisfaction and address risks proactively.

Required Skills

Must Have

• Got to have strong Customer Success, Customer Experience, Account Management, or Adoption Management experience
• Proven experience in:
• Customer onboarding
• Product adoption programs
• Customer lifecycle management
• Stakeholder management
• Customer success planning
• Experience building:
• Success plans
• Adoption roadmaps
• Customer engagement strategies
• Training and enablement programs
• Strong project management and execution skills
• Excellent presentation and communication skills
• Data-driven approach to tracking customer outcomes

Skills: adoption,customer success planning,customer,customer engagement,management