Customer Success Manager

Customer Success Manager

About the Role

Key Responsibilities

Customer Success & Account Management

• Serve as the primary point of contact for assigned customer accounts.
• Manage customers throughout their lifecycle, from onboarding to successful platform adoption and event execution.
• Conduct onboarding sessions, platform training, and product demonstrations.
• Provide strategic guidance and best practices to help customers achieve their goals.
• Build long-term customer relationships and ensure a high level of customer satisfaction and retention.
• Take ownership of customer issues and ensure successful resolution.

Event Support & Professional Services (Approx. 80% of Role)

• Support customers during event setup, configuration, and execution.
• Provide dedicated event support to ensure successful event delivery.
• Assist with website build-outs, event setup, and platform customization where applicable.
• Troubleshoot technical and operational issues before and during live events.
• Work directly with customers to ensure their events run smoothly and successfully.

Customer Support (Approx. 20% of Role)

• Provide support via chat, phone, video meetings, and email.
• Respond to support, product, and customer inquiries in a timely, professional manner.
• Handle customer concerns, complaints, and complex issues from initial contact through resolution.
• Manage pre-escalation troubleshooting and issue investigation.
• Deliver an exceptional customer experience across all customer interactions.

Product Advocacy & Continuous Improvement

• Become a product expert and develop deep knowledge of platform features and functionality.
• Gather customer feedback, feature requests, and enhancement suggestions.
• Partner with Product and Engineering teams to report issues, bugs, and usability concerns.
• Identify customer pain points and recommend improvements to processes, documentation, and product experience.
• Participate in beta testing and validation of new features and product enhancements.
• Advocate for customer needs while supporting overall business objectives.

Documentation & Knowledge Management

• Create and maintain customer-facing documentation, knowledge base articles, user guides, screenshots, and training materials.
• Develop video and written resources that improve customer self-service capabilities.
• Continuously identify opportunities to reduce customer friction and improve onboarding experiences.

Required Qualifications

• 3–6 years of experience in Customer Success, Account Management, Technical Support, Customer Experience, or a similar customer-facing role.
• Minimum 1 year of experience supporting a SaaS or technology product.
• Experience working in a SaaS/Product-Based company is highly preferred.
• Strong experience managing multiple customers and priorities simultaneously.
• Experience working with B2B customers is required.
• Excellent verbal and written English communication skills.
• Strong customer relationship management and stakeholder management abilities.
• Exceptional problem-solving, troubleshooting, and analytical skills.
• High attention to detail and organizational skills.
• Ability to work independently with minimal supervision.
• Strong sense of accountability and ownership.
• Comfortable working in a fast-paced, rapidly evolving environment.
• Ability to manage a high volume of customer interactions and activities with varying priorities.

Preferred Skills & Traits

• Is highly customer-centric and always puts the customer first.
• Enjoys helping customers achieve success and solving complex challenges.
• Is tech-savvy and comfortable learning new technologies quickly.
• Has strong emotional intelligence and communication skills.
• Can adapt quickly to changing priorities and business needs.
• Is proactive and takes initiative without needing constant direction.
• Thrives in remote and collaborative work environments.
• Can effectively switch between customer interactions, projects, and internal initiatives.
• Is comfortable working through ambiguity and uncertainty.
• Is resilient, dependable, and committed to delivering outstanding results.
• Enjoys learning, continuous improvement, and professional growth.
• Brings thoughtful solutions and recommendations alongside identified problems.
• Has a passion for empowering, educating, and supporting customers.

Tools & Platforms

• HubSpot or CRM platforms
• Intercom
• Dialpad
• Slack
• Google Workspace (Google Meet, Docs, Sheets, etc.)
• Project and issue tracking tools

What Your Day-to-Day Will Look Like

• Conduct onboarding and training sessions for new customers.
• Provide customer support via Google Meet, chat, phone, and email.
• Assist customers with event planning, setup, and execution.
• Troubleshoot technical and platform-related issues.
• Create customer documentation and educational resources.
• Gather and communicate customer feedback to Product teams.
• Collaborate with Sales, Product, Marketing, and Engineering teams.
• Escalate product issues and bugs with proper research and documentation.
• Continuously identify opportunities to improve customer experience and operational processes.
• Support live customer events when required.

Why Join Us?

• Work with global customers and innovative technology products.
• Gain exposure to international markets and enterprise-level customer interactions.
• Play a direct role in influencing product development through customer feedback.
• Join a collaborative, customer-focused, and growth-oriented team.
• Make a meaningful impact on customer success and company growth.