We are seeking a strategic and process-driven Customer Success Manager (CSM) to design, implement, and optimize the processes that will shape and scale the Customer Success function. This role goes beyond managing customer relationships and involves establishing frameworks, tools, and best practices to enhance the overall customer journey, from onboarding to renewal and growth.
The ideal candidate is a proactive problem solver with a strong background in process design, customer success, and team enablement in a B2B SaaS environment.
Key Responsibilities
Process Design & Implementation
- Design and implement scalable processes and workflows for onboarding, adoption, engagement, retention, and renewal.
- Establish customer health monitoring systems, define key metrics (e.g., NPS, CSAT, Adoption Rates, churn, expansion MRR), and set benchmarks for success.
- Build and document playbooks for proactive customer engagement and account management.
Customer Success Strategy
- Develop a comprehensive strategy to support customers at all lifecycle stages, ensuring maximum value realization and satisfaction.
- Identify areas for automation and efficiency improvements across the Customer Success function.
- Work with leadership to define success metrics and OKRs for the Customer Success team.
Customer Relationship Management
- Act as the primary point of contact for key accounts, ensuring customer needs are met while aligning with business goals.
- Advocate for customers internally by providing actionable feedback to product, marketing, and sales teams.
- Collaborate with customers to identify upsell or cross-sell opportunities, driving account growth and mutual value.
Team Enablement
- Partner with leadership to hire, train, and mentor additional Customer Success team members as the function grows.
- Implement and manage tools and technologies to enable the Customer Success function.
- Facilitate knowledge-sharing across teams to improve cross-functional collaboration and customer outcomes.
Customer Engagement & Retention
- Ensure that the Customer Success team is proactively engaging with the entire customer base and have a finger on the pulse of the relationship.
- Analyze and address key drivers of churn, working proactively to improve customer retention rates.
- Design and lead periodic business reviews with customers to assess satisfaction, drive value, and identify opportunities for improvement.
- Develop customer communication strategies to ensure proactive touchpoints throughout the customer lifecycle.
Key Requirements:
Experience: 5+ years in Customer Success, Operations, or Account Management roles, with a focus on process development in a B2B SaaS environment.
Process-Oriented: Proven experience designing and implementing customer success frameworks, workflows, and playbooks.
Strategic Thinker: Ability to translate customer needs and company goals into scalable processes and actionable strategies.
Analytical Skills: Strong ability to analyze data, define KPIs, and present insights to drive decision-making.
Customer-Centric: Passion for delivering exceptional customer experiences and advocating for customer success.
Technology Proficiency: Experience with SaaS tools like CRM platforms (e.g., Salesforce, HubSpot) and Customer Success platforms.
Leadership Skills: Experience mentoring or leading teams and driving cross-functional collaboration.
Communication: Excellent written and verbal communication skills, with the ability to influence both internal and external stakeholders.
Preferences:
Previous experience with a B2B SaaS product company.
Familiarity with the valuation, appraisal, or real estate industry.
Experience driving initiatives for team growth or organizational change.