Customer Success Manager

Designation: The Customer Success Manager (CSM)

Experience: 2-5 years

Location: California, United States

Position Summary

The Customer Success Manager (CSM) is responsible for driving customer

engagement, adoption, and satisfaction. This role ensures a seamless implementation,

fosters long-term relationships, and maximizes customer success through proactive

support, training, and strategic guidance. The CSM will work closely with customers to

understand their goals, track platform usage, and provide tailored recommendations to

drive adoption and business impact.

Key Responsibilities

• Customer Success & Adoption: Establish measurable goals and KPIs for customer accounts, tracking progress to ensure successful program execution.
• Onboarding & Implementation: Oversee implementation and post-implementation activities, ensuring customers are set up for success.
• Product Training & Best Practices: Drive usage and adoption of the platform by hosting virtual meetings, workshops, and training sessions.
• Customer Engagement & Support: Regularly connect with customers to update them on outstanding queries, reports, and campaigns.
• Customer Advocacy & Retention: Proactively assess customer needs and risks related to contract renewals, addressing concerns before they arise.
• Stakeholder Communication: Provide regular status reports to internal and external stakeholders on progress against established goals and customer satisfaction.
• Escalation Management: Identify potential challenges early and take the necessary steps to resolve issues while maintaining strong relationships.

Interested candidates can share your CV to berlina@adeptglobal.com