Customer Success Manager

Customer Success Manager

Job Description:

• The Customer Success Manager (CSM) will be responsible for ensuring customer satisfaction and retention for the company’s enterprise-level clients.
• They will work closely with cross-functional teams to ensure the successful onboarding of the customer, deal upsizing and continued engagement and retention throughout their journey with the company.

• This role also includes product-related responsibilities, supporting roadmap planning and aligning development with real client needs.

• The CSM will be the primary point of contact for the client and will be responsible for ensuring their success with iVoiceUp.

Roles and Responsibilities:

1. Customer Onboarding

• Lead the onboarding process for new clients, coordinating cross-functional resources to ensure a seamless implementation.
• Customize onboarding plans based on client requirements and internal capabilities.
• Deliver training sessions and product demos tailored to the customer’s business context.
• Collaborate with Marketing to support internal launch campaigns within the client’s organization.

2. Customer Engagement and Retention:

•  Ensuring customer retention through continuous engagement with the client and conducting feedback sessions and surveys.
• Conducting regular check-ins with the customer to ensure that they are satisfied with the product and addressing their concerns and feedback.
• Developing and executing retention strategies, including surveys, upgrades, and renewal tracking.
• Negotiate deals and contractual agreements to renew contracts.

3. Upselling:

• Identifying opportunities for upselling the company’s products and services to the customer.
•  Identifying any additional needs or requirements of the customer and proposing new solutions to meet them.
• Maintaining a deep understanding of the customer’s business needs and offering iVoiceUp’s add-ons to meet their business needs and maximize deal value.Strategizing on setting the most optimal pricing for the product’s add-ons (services & features) and bundles through conducting in-depth market trends analysis.

4. Communication:

• Manage and maintain positive relationships with clients.
• Act as the main communication bridge between clients and the tech team, translating business needs into actionable technical requirements.
• Liaising with cross-functional teams, including sales, marketing, and product development, to ensure that customer success goals are being met.
• Proactively reaching out to the customer to inform them of new product features, upgrades, and other information.
• Aiding in product design and development through reflecting the opinion of customers.

5. Technical Coordination & Support

• Collaborate with developers to prioritize bug fixes, feature enhancements, and customer feedback implementation.

• Participate in troubleshooting sessions and ensure issues are followed up to resolution.

6. Product involvement and Road Map contribution

• Consolidate and prioritize client feature requests for inclusion in the product roadmap.
• Participate in product planning, sprint reviews, and QA testing to validate features before rollout.
• Aid in product documentation and client communication regarding new updates and releases.
• Represent the voice of the customer during internal product design discussions.

7. Internal Collaboration

• Work closely with sales, product, marketing, and tech to ensure client expectations align with delivery.
• Communicate insights from client interactions to inform go-to-market and development strategies.
• Actively participate in team brainstorming, campaign planning, and cross-department initiatives.

Requirements:

• Bachelor’s degree in Business Administration, Computer Science, Communications, or a related field.
• 2+ years of experience in customer success, product management, or technical account management within a SaaS or tech-driven environment.
• Results driven and able to meet and exceed targets and metrics.
• Excellent communication skills, both written and verbal. Must be a team player to communicate effectively with the team and relationship-building skills with customers.
• Strong technical fluency — ability to understand APIs, workflows, and product architecture (not necessarily hands-on coding).
• Ability to manage multiple client accounts while prioritizing tasks efficiently.
• Problem-solver with a strong sense of ownership, initiative, and resilience.