Manager-Customer Success Manager

Roles and responsibilities

Develop and maintain strong, lasting relationships with a portfolio of assigned customers.

Understand customer objectives and proactively identify opportunities to drive product/service adoption and value.

Conduct regular check-ins and business reviews with customers to assess satisfaction, identify challenges, and present solutions.

Serve as the primary point of contact for customer inquiries, issues, and escalations, working cross-functionally to resolve them efficiently.

Onboard new customers and ensure a smooth transition from sales to customer success.

Monitor customer health and usage data to identify at-risk accounts and implement proactive retention strategies.

Educate customers on new features, product updates, and best practices.

Gather customer feedback and advocate for their needs internally to influence product development and service improvements.

Identify opportunities for upselling and cross-selling our products/services to existing customers.

Contribute to the development and improvement of customer success processes and resources.

Track and report on key customer success metrics, including churn rate, retention rate, and customer satisfaction.

Must Have

Should have experience in Digital Marketing background

looking for Programmatic Ads hands on experience, campaign management, DV360/CSM 360 tool

Proven experience in customer success, account management, or a client-facing role, preferably in a B2B SaaS or technology environment.