Customer Success Manager

Role SummaryWe are seeking an experienced Customer Success Manager with 5 years of expereince to lead customer onboarding, drive product adoption, and ensure customers realize maximum business value from our solutions. The ideal candidate will own customer success planning, stakeholder engagement, adoption programs, and execution strategies that improve customer satisfaction, retention, and growth.The role requires a combination of project management, customer engagement, strategic planning, and data-driven decision-making to ensure successful customer outcomes.Key ResponsibilitiesCustomer OnboardingManage end-to-end customer onboarding programs.Develop onboarding plans aligned with customer goals and timelines.Coordinate across Product, Sales, Support, and Professional Services teams.Ensure smooth transition from implementation to adoption.Conduct onboarding workshops and training sessions.Product Adoption & EngagementBuild and execute adoption strategies for new and existing customers.Monitor product usage and identify adoption gaps.Create success plans and drive execution against customer objectives.Promote feature adoption and best practices.Increase customer engagement through regular business reviews and touchpoints.Customer Success PlanningDevelop customer success frameworks and playbooks.Define customer health metrics and success KPIs.Establish adoption milestones and value realization plans.Create customer journey maps and lifecycle strategies.Proactively identify risks and mitigation plans.Stakeholder ManagementBuild trusted advisor relationships with customer stakeholders.Conduct Executive Business Reviews (EBRs/QBRs).Manage customer expectations and communication plans.Collaborate with Product teams to communicate customer feedback and enhancement requests.Retention & GrowthDrive customer retention initiatives.Identify opportunities for expansion and cross-functional engagement.Support renewal discussions through demonstrated customer value.Monitor customer satisfaction and address risks proactively.Required SkillsMust HaveGot to have strong Customer Success, Customer Experience, Account Management, or Adoption Management experienceProven experience in:Customer onboardingProduct adoption programsCustomer lifecycle managementStakeholder managementCustomer success planningExperience building:Success plansAdoption roadmapsCustomer engagement strategiesTraining and enablement programsStrong project management and execution skillsExcellent presentation and communication skillsData-driven approach to tracking customer outcomesSkills: adoption,customer success planning,customer,customer engagement,management