Overview:
Client Success Managers focus on ensuring customers receive maximum value from a company’s products or services. They build relationships, drive product adoption, and reduce churn through proactive engagement and support.
Duties & Responsibilities:
- Onboard new clients and provide personalised guidance on product/service usage
- Develop long-term relationships to ensure customer satisfaction and retention
- Identify at-risk clients and implement strategies to prevent churn
- Conduct regular check-ins with clients, offering insights and recommendations to improve their experience
- Collaborate with sales and account management teams to identify expansion opportunities
- Provide training and educational resources to help clients maximise product value
- Gather feedback from clients to inform product development and service improvements
Skills & Qualifications:
- Experience in customer success, account management, or client services
- Strong problem-solving and relationship-building skills
- Proficiency in customer success tools such as Gainsight, Zendesk, or ChurnZero
- Ability to analyse customer usage data and provide actionable recommendations
