Customer Success Manager
Core
Drive customer retention and software utilization by resolving technical issues, acting as a customer advocate, and guiding clients on implementing more products.
Role type
Customer Success Manager (Technical Support & Advocacy)
Builds
Client relationships and successful software adoption across enterprise management solutions
Domain
Enterprise software (ERP, field service, accounting, payroll) for verticals like hospitality, healthcare, construction, education
Deliverable
client delivery
Required skills
Technical troubleshooting, issue diagnosis, customer advocacy, data analysis, CRM management, cross-functional collaboration
Preferred skills
Experience with AI tools in cloud applications, driving AI initiatives in CS, deep knowledge of ERP/field service/accounting/payroll software
Technologies
Salesforce, Freshdesk, HubSpot, cloud-hosted applications, ticketing systems
Responsibilities
Provide timely technical support via phone, email, chat, and tickets; diagnose and resolve software issues; gather customer feedback for product teams; maintain interaction records; proactively engage clients to identify upsell opportunities; collaborate with sales and product teams
Seniority
Mid-Senior, hands-on IC