Customer Success Manager

The Customer Success Manager (CSM) will be responsible for serving as the primary point of contact for customers, ensuring they achieve their desired outcomes and maximize the value of the products or services offered. The CSM will build long-term, trusted relationships with customers by understanding their needs, delivering tailored solutions, and driving adoption and satisfaction. This role combines account management, support, and strategic consulting to ensure customer success and retention.
What does a day in the life of a Customer Success Manager (CSM) look like?
Assist new customers in effectively onboarding and provide training to their staff on how to use client tools and technology
Ensure that clients achieve their objectives by guiding them through the customer journey process
Provide valuable insights to customers by pulling reports, analyzing data, and helping them understand the significance and impact of this data on their objectives
Develop and nurture customers into advocates who are enthusiastic about our products.
Conduct annual reviews and manage account renewals
Be a primary point of contact for clients throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal
Assist new customers in effectively onboarding and providing training to the customer on the platform and establish clear client retention goals with each customer
Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using effective solutions
Ensure customers are supported to achieve the organization’s objectives throughout their customer journey
Provide valuable insights to customers by reviewing reports, analyzing data, and helping customers understand the impacts and relevance of the data to the organization’s goals
Develop and nurture strong partnerships with customers
Utilize CRM to keep track of key account data, opportunities, logging calls and relevant notes
A large focus of this role will be to retain and grow their assigned book of business
Assist and resolve escalated support tickets and emails and always seek to improve customer experience
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
What are the required qualifications for a Customer Success Manager (CSM)?
3 years experience in a customer success manager or account management role, ideally in the BPO industry
Exceptional ability to communicate and foster positive business relationships
Previous customer service experience and/or Previous Account Management Experience/ Sales experience
Strong communication skills, both verbal and written
Strong attention to detail, critical thinking and problem-solving skills
Preferred Qualifications
Experience with HubSpot or similar CRM/CS tools
Familiarity with customer retention frameworks and churn save strategies
Background working with global teams
Ninja Perks and Benefits
Competitive compensation
Paid time off
Bonus and incentive plans
Opportunities for skills training and personal and professional development
Employee Referral Program
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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