Customer Success Manager
Core
Own and manage a defined portfolio of customer accounts, acting as the primary point of relationship ownership to drive retention, renewals, and account growth. (via careerplan.io/jobs/4976931101-customer-success-manager-at-kerv)
Role type
Customer Success Manager
Builds
Customer success plans, retention strategies, and account expansion opportunities
Domain
SaaS / CCaaS
Deliverable
client delivery
Required skills
customer relationship management, account management, retention strategy, business review facilitation, issue escalation, reporting, cross-functional collaboration
Preferred skills
SaaS or CCaaS experience, proactive engagement, critical thinking, problem solving
Responsibilities
Drive customer retention and ensure renewals are completed accurately and on time; Develop, maintain, and execute customer success plans; Take ownership of customer health metrics and Net Promoter Score (NPS); Serve as the customer advocate for issue resolution; Represent the voice of the customer internally; Act as the escalation point for unresolved issues; Produce regular customer reporting and lead business reviews; Collaborate with Marketing and Sales Support.
Seniority
Early career / Junior
