Client Success Manager

• Manage and increase customer retention.
• Creating a minimum-viable onboarding process with in-app guidance.
• Educating customers with in-app help and improving customer experience.
• Driving account expansion with contextual offers and growing lifetime value.
• Collecting customer feedback and closing feedback loops.
• Building relationships by providing consistent value and fostering customer loyalty.
• Mapping customer success journeys to spot and remove friction.
• Building and implementing the right customer success playbook.
• Liaising with the sales team to understand customer needs.
• Liaising with the marketing team for better user insights.

Requirements:

• Minimum of 3 years of experience in customer success, account management, or a related field.
  
• Minimum of a BSc./HND in Business Administration, Marketing, Customer Relationship Management, or a related discipline.
• Proven track record of managing customer relationships and increasing retention rates.
• Strong understanding of customer success best practices, including onboarding, engagement, and lifecycle management.
• Experience in creating and implementing effective onboarding processes and in-app guidance tools.
• Excellent communication and interpersonal skills for building strong client relationships and fostering loyalty.
• Ability to analyze customer feedback and data to identify trends, pain points, and areas for improvement.
• Experience with customer success tools, CRM software, and data analytics platforms.
• Proven ability to collaborate effectively with sales and marketing teams to align customer needs with business goals.
• Strong problem-solving skills and the ability to develop solutions to remove friction from the customer journey.
• Ability to develop and execute a customer success playbook tailored to specific customer segments.
• High level of organizational skills to manage multiple customer accounts and projects simultaneously.
• Understanding of customer lifetime value (CLV) and strategies to drive account expansion and increase CLV.
• Ability to work in a fast-paced environment and meet deadlines while maintaining attention to detail.