Customer Success Manager (CSM)

Job Description:
We are seeking a Customer Success Manager (CSM) with a strong Salesforce background and a proven
ability to drive upsell opportunities. This role requires excellent communication skills across phone,

email, and chat, ensuring customers receive proactive support and maximize the value of our solutions.
You will be responsible for maintaining strong client relationships, identifying growth opportunities, and
ensuring customer satisfaction and retention.

Key Responsibilities:
• Manage and grow customer relationships by providing exceptional support and guidance.
• Identify upsell and expansion opportunities by understanding customer needs and aligning
solutions accordingly.
• Leverage Salesforce CRM to track customer interactions, monitor health scores, and manage
renewals.
• Communicate effectively via phone, email, and chat to address customer inquiries, provide
solutions, and drive engagement.
• Conduct product education and training to help customers maximize adoption and success.
• Proactively monitor customer accounts, ensuring early identification of risks and opportunities.
• Collaborate with Sales and Marketing to refine messaging, improve customer outreach, and
increase retention.
• Advocate for customers internally, providing feedback to product and support teams to enhance
user experience.
Qualifications:
• 2-5 years of experience in Customer Success, Account Management, or a similar client-facing
role.
• Strong proficiency in Salesforce CRM, including customer management, reporting, and
automation.
• Proven experience in upselling, cross-selling, and revenue expansion strategies.
• Exceptional communication skills across phone, email, and chat, with a customer-first mindset.
• Highly organized, data-driven, and proactive in managing multiple customer accounts.
• Ability to thrive in a fast-paced, customer-centric environment.

Preferred:
• Experience in SaaS or technology-driven industries.
• Understanding of customer success methodologies such as QBRs, onboarding strategies, and
retention planning.