The Customer Success Manager (CSM) is responsible for owning and growing relationships with B2B customers throughout the post-sales lifecycle. This role ensures successful onboarding, strong product adoption, and long-term customer value by aligning customer business goals with product outcomes, reducing churn, and supporting account growth through renewals and expansion.
Key Responsibilities
- Lead technical onboarding, solution implementation, configuration, and user training for B2B customers
- Translate customer business requirements into technical use cases and product configurations
- Guide customers on integrations, data flows, APIs, and system dependencies where applicable
- Monitor account health using product usage data, adoption metrics, SLAs, and success KPIs
- Analyze telemetry, usage trends, and system performance to identify risks and prevent churn
- Manage technical escalations, coordinate root-cause analysis, and drive resolution with Engineering and Support teams
- Conduct structured check-ins, QBRs, and performance reviews using data-driven insights
- Partner with Sales on renewals, upsell, and expansion by identifying technical growth opportunities
- Act as the technical voice of the customer by documenting feedback, feature requests, and requirements
- Maintain detailed technical documentation, success plans, and account records in CRM and customer success platforms
Job Requirement
- Proven experience in Customer Success, Account Management, or similar B2B roles
- Strong experience leading customer onboarding and implementation
- Technical background or ability to understand and explain technical products and integrations
- Experience working with CRM and customer success tools
- Excellent communication, stakeholder management, and problem-solving skills
- Ability to manage multiple customer accounts and priorities effectively
