Customer Success Manager

Job Description

Join System Automation Corporation as a Customer Success Manager, where you will be the main point of contact for customer accounts, ensuring their satisfaction and retention. In this role, you will: * Serve as the primary relationship owner for assigned customer accounts from a support and service perspective. * Conduct regular customer meetings to review SLA performance, support trends, and improvement opportunities. * Prepare and present SLA scorecards, ticket metrics, and service health reports. * Act as the customer advocate internally, escalating and coordinating the resolution of high-impact issues. * Partner with the Manager of Customer Support to address recurring issues and service gaps. * Identify risks to customer satisfaction and retention and proactively drive mitigation plans. * Support contract renewals and expansion conversations by demonstrating service value and performance. * Identify upsell and cross-sell opportunities within assigned accounts, partnering with Sales to drive revenue growth. * Track and improve Net Promoter Score (NPS) for assigned accounts; conduct regular check-ins to gather customer sentiment and close feedback loops. * Contribute to continuous improvement of customer success processes, tools, and reporting standards. * Monitor and manage service level agreements (SLAs), response times, backlog, and customer satisfaction metrics for assigned customers. * Ensure consistent, high-quality customer communication and issue resolution. * Develop and refine support processes, playbooks, and knowledge base content. * Partner with Product and Engineering to identify trends, root causes, and product improvement opportunities. This position offers a chance to make a significant impact on customer success by managing relationships, improving service delivery, and driving revenue growth.

Qualifications

To thrive as a Customer Success Manager, you should have: 1. 3+ years of experience in customer success or client services roles. 2. Experience working with enterprise or government customers. 3. Experience preparing and presenting SLA or performance reports. 4. Strong communication and stakeholder management skills. The ideal candidate is proactive, skilled in relationship management, and capable of driving customer satisfaction and revenue growth.

Benefits

There are no benefits listed for this job