Customer Success Manager

Summary:
The Customer Success Manager (CSM) serves as a trusted advisor and advocate for our clients, ensuring they achieve their goals with our solutions. As a key point of contact for assigned accounts, the CSM focuses on fostering strong client relationships, driving product adoption, and delivering measurable value. You will collaborate with cross-functional teams to address client needs, resolve issues, and identify opportunities for growth, ensuring long-term satisfaction and retention.

Key Responsibilities:

Customer Health & Retention

• Monitor account health and proactively engage with customers showing signs of risk.
• Conduct regular outreach through email, calls, and webinars to ensure ongoing engagement.
• Develop and execute standardized health check-ins and intervention strategies.
• Track and report on customer sentiment using NPS, CSAT, and other feedback tools.

Renewals & Churn Prevention

• Own the renewal process by identifying risks early and taking corrective actions.
• Work cross-functionally with Sales and Account Management to secure renewals.
• Analyze churn data and develop insights to improve retention strategies.

Adoption & Engagement

• Educate customers on core weavix features to maximize adoption.
• Conduct scalable training sessions, webinars, and resource sharing.
• Identify up-sell and cross-sell opportunities and pass them to Sales for follow-up.

Process Efficiency & Scalability

• Standardize outreach strategies for a larger book of business.
• Implement automation and tools to streamline engagement.
• Collaborate with Product and Marketing to refine self-service resources.

Expected Results & Impact:

• Maintain high renewal rates by ensuring continuous customer engagement.
• Improve feature adoption across small to mid-sized accounts.
• Identify and mitigate churn risks before they escalate.

Minimum Knowledge, Skills, and Abilities Required:

• 2+ years of Customer Success, Account Management, or related experience in a B2B SaaS environment.
• Strong relationship management and communication skills to engage customers effectively.
• Experience managing a high volume of accounts while maintaining personalized engagement.
• Proven track record of driving renewals and reducing churn through proactive outreach.
• Ability to analyze customer health data and take action to improve retention.
• Familiarity with CS tools & CRM platforms (e.g., Gainsight, ChurnZero, Salesforce, or similar).
• Ability to conduct training sessions, webinars, and automated engagement campaigns.
• Strong time management and prioritization skills to balance multiple customers effectively.

Preferred:

• Experience in SaaS or tech industry with a focus on mid-market or SMB accounts.
• Background in customer onboarding, adoption, and success planning.
• Understanding of renewal processes and contract negotiations.
• Experience with automation and self-service customer engagement strategies.