Customer Success Manager for US based company

Company Overview:
Click to view is a leading marketing agency that provides Lead management & appointment booking. We pride ourselves on delivering exceptional customer experiences and cultivating long-term relationships with our clients. As we continue to expand, we are seeking a highly motivated and talented Customer Success Manager (CSM) to join our dynamic team.

Position Overview:
The Customer Success Manager (CSM) is a critical role responsible for ensuring the success and satisfaction of our valued customers. As a CSM, you will act as a trusted advisor, building strong relationships with key stakeholders, understanding their business needs, and proactively identifying opportunities to enhance their experience with our products/services. You will be the primary point of contact for customers, guiding them through their journey, and ensuring their objectives are met. Collaboration with cross-functional teams will be essential to deliver a seamless customer experience and drive customer retention and growth.

Responsibilities:

Develop a deep understanding of customers’ business objectives, challenges, and requirements to provide tailored solutions that meet their needs.
Serve as the primary point of contact for assigned customers, establishing strong relationships and maintaining regular communication to understand their evolving needs and priorities.
Proactively engage with customers to drive adoption, product/service utilization, and overall customer satisfaction.
Provide guidance, best practices, and expert advice to customers on maximizing the value of our products/services and achieving their desired outcomes.
Collaborate with the sales team during the onboarding process to ensure a smooth transition from sales to customer success, setting clear expectations and goals.
Conduct regular business reviews with customers, reviewing performance metrics, identifying areas for improvement, and presenting strategic recommendations.
Monitor customer health and proactively address any concerns or issues, working closely with internal teams to ensure timely resolution.
Identify upsell and cross-sell opportunities by understanding customers’ needs and aligning them with relevant products/services.
Act as an advocate for customers within the company, providing feedback and insights to drive product enhancements and improvements.
Stay updated on industry trends, customer success best practices, and competitive landscape to continuously enhance the customer experience.

Qualifications:
Exceptional communication skills and American accent. This is a must.
Proven experience as a Customer Success Manager or similar role, preferably in a B2B environment.
Strong interpersonal and relationship-building skills with the ability to connect and communicate effectively with customers at all levels.
Excellent problem-solving and analytical skills to understand complex business challenges and provide effective solutions.
Results-driven mindset with a focus on customer satisfaction and success.