Job Title: Customer Success Manager
Job Responsibilities
- Manage the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.
- Communicate telephonically with US-based clients.
- Present and gather approvals on hypotheses for A/B testing and website improvement recommendations based on qualitative insights and quantitative data developed by the in-house business analyst.
- Work with customers to establish critical goals, plan the entire account strategy or quarterly campaign launch/initiation plan, and help customers achieve their goals.
- Coordinate with cross-functional teams like Product, Engineering, and Development to ensure projects or campaigns are launched in a timely manner.
- Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other cross-functional teams.
- Present A/B test results to determine the impact on conversion and ROI.
- Build, maintain, and present dashboards to track account performance, campaign outcomes, and key customer metrics.
- Analyze data trends and customer usage patterns to generate actionable insights and reporting for both internal stakeholders and customers.
- Prepare periodic analytics reports summarizing performance, growth opportunities, and areas of concern, translating raw data into clear business recommendations.
- Increase customer satisfaction by understanding business needs and accurately matching solutions and offerings to these needs.
- Act as an escalation point to drive problem resolution in a timely and proactive manner.
- Proactively identify and correct any issues that could affect customer satisfaction or retention.
- Monitor customer health to track usage and satisfaction, using data and dashboards to flag risk early.
- Deliver periodic (monthly/quarterly) Business Reviews with customers, especially at the C-level and with their stakeholders.
- Review and analyze key metrics to demonstrate progress and provide data-backed recommendations.
- In concert with the Sales team, forecast retention, renewal, and status for assigned accounts.
- Empathize with every aspect of the customer experience, putting customer needs first.
- Work with customers to maximize value realization by ensuring a productive partnership that meets service level agreements (SLAs).
Key Requirements
- Excellent verbal and written communication skills are a must - including the ability to clearly present data-driven insights and reports to both internal teams and C-level client stakeholders.
- Prior experience in international Customer Success, Professional Services, consulting, or an equivalent track record of increasing customer satisfaction, adoption, and retention.
- Hands-on experience with data analytics, dashboard building (e.g., Excel, Tableau, Power BI, Google Data Studio, or similar tools), and translating data into actionable insights and reports.
- Understanding of e-commerce business, strategic marketing, and online marketing/campaign management is strongly desired.
- Digital marketing experience demonstrating in-depth understanding of online brand development, data analytics, campaign management, and customer/email acquisition will be an added benefit.
- Experience working in a multi-cultural, global organization.
- Strong structured work methods, multitasking, and time management skills.
- Excellent interpersonal skills and the confidence to be an honest advocate — willing to push back when needed in the best interest of the business and the customer.
- Good presentation skills, particularly for delivering data insights and business reviews.
- Proven ability to collaborate and build strong relationships with customers, especially at the C-level, along with proven experience managing project implementations.
- Proficient in AI tools like Claude.
