Customer Success Manager (CSM)

Vendor Type: Enterprise SaaS Solution

Location: Belgrade, Serbia
Department: Customer Success
Reports to: Program Manager, Serbia

 

About the Role

We are seeking a Customer Success Manager (CSM) to join our growing team. This role is focused on ensuring the success, retention, and growth of our enterprise customers, with a heavy emphasis on the Global 2000 in North America. You will be responsible for driving adoption of our solutions, building trusted relationships with executives and end-users, and ensuring customers achieve measurable business outcomes. As a CSM, you will be the primary advocate for some of the most exciting identity and security organizations in the world, guiding them through their journey and helping maximize the value of their investment.

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Responsibilities

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• Act as the primary point of contact for customers throughout deployment and the entire customer journey.

• Work with customers identified as at risk and get them to a state of satisfaction and ‘ready to buy’.

• Maintain regular contact with assigned cases.

• Regularly deliver value conversations related to vendors' product offerings, relevant industry trends, corporate updates, and detailed account business reviews.

• Impact retention rate, increase product adoption, and ensure customers act as advocates for vendor(s).

• Recommend process changes to customer success leadership.

• Record customer details, profile data, and activities in CRM.

• Identify at-risk customers and work to improve their customer experience using customer success programs such as training, support, Premier Support, Success Center, etc.

• Anticipate potential issues within the customer base and create action plans to resolve them.

• Follow up with customers who provide CSAT/DSAT support surveys; gather additional details about the customer experience.

• Manage ad hoc projects as determined by the manager.

• Assist the sales effort from a Customer Success point of view when required.

• Be the voice of the customer internally, providing feedback to all relevant departments.

 

Qualifications

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• Strong written and verbal communication skills.

• Advanced problem-solving skills.

• Advanced Microsoft Suite skills.

• CRM and/or ERP experience (Salesforce.com, HubSpot, Jira, Netsuite.com, etc.).

• Solid technical acumen, e.g., understanding of networks, software, licensing.

• Proven experience consistently achieving goals, KPIs, and other measures.

• Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience.

• SaaS experience is an asset.

 

Success Metrics

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• Gross and Net Retention

• NPS Score(s)