Client Overview

The client is committed to delivering exceptional customer experiences through innovative technology solutions and outstanding support. We are seeking an experienced Client Success Manager to serve as the primary point of contact for our customers, ensuring they receive exceptional service and ongoing value from our products and services.

Job Overview

The Client Success Manager will be responsible for managing customer relationships, supporting existing subscriptions, handling inbound and outbound customer communications, resolving product and service inquiries, coordinating technical support needs, and driving customer satisfaction and retention.

Key Responsibilities:

*Customer Success & Account Management

• Build and maintain strong relationships with existing customers. • Serve as the primary point of contact for customer inquiries and support.

• Conduct proactive customer follow-ups to ensure customer satisfaction and engagement.

• Support subscription renewals, account updates, and customer retention initiatives.

• Identify customer needs and recommend appropriate solutions. Customer Service & Technical Support Coordination

• Manage inbound and outbound customer calls, emails, and support requests.

• Respond to product, service, billing, and account-related inquiries.

• Provide first-level troubleshooting and coordinate with technical teams to resolve issues.

• Escalate complex technical concerns and ensure timely follow-up until resolution.

• Maintain a high standard of customer service across all interactions.

*CRM & Reporting

• Maintain accurate customer records, notes, and activities within the CRM.

• Track customer issues, follow-ups, and resolutions.

• Monitor customer feedback and identify opportunities for service improvement.

• Prepare basic customer activity and performance reports as required. Required Experience & Skills

Requirements:

• Minimum 5 years of experience in Client Success, Customer Service, Account Management, Customer Experience, or a related customer-facing role.

• Proven experience managing customer relationships and delivering exceptional customer service.

• Strong verbal and written English communication skills.

• Excellent problem-solving and conflict-resolution skills.

• Ability to manage multiple customer accounts and priorities.

• Strong organizational and follow-up skills.

• Customer-focused with a proactive and solutions-oriented approach. Preferred Tools & Technology Experience Experience with one or more of the following is highly desirable:

• CRM Platforms: HubSpot, Salesforce, Zoho CRM, Microsoft Dynamics

• Customer Support Platforms: Zendesk, Freshdesk, Intercom

• Communication Tools: Microsoft Teams, Zoom, Outlook

• Ticketing & Service Management: ConnectWise, Jira, ServiceNow

• Productivity Tools: Microsoft Office 365, Google Workspace Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)

• Customer Retention & Renewal Rates

• Response & Resolution Times • Quality of Customer Interactions • CRM Data Accuracy

• Customer Engagement & Follow-Up Completion