Customer Success Manager

We are looking for a proactive and customer-focused Customer Success Manager to join our growing team. This role combines customer lifecycle management with data-driven engagement strategies to improve adoption, retention, and overall customer experience.

If you thrive in a fast-paced SaaS environment and enjoy leveraging analytics and digital engagement tools to build strong client relationships, this role is for you.

Role Overview

As a Customer Success Manager, you will own the customer journey from onboarding to renewal. You will leverage product analytics, customer insights, and digital communication strategies to drive adoption, engagement, and long-term retention.

You will collaborate closely with Sales, Technical, Marketing, Operations, and Finance teams to ensure a seamless and high-value customer experience. Your goal is to maximize customer satisfaction, retention, and account growth using data-driven insights and digital engagement strategies.

Key Responsibilities

• Serve as the primary point of contact throughout the customer lifecycle
• Manage end-to-end onboarding and account activation
• Drive product adoption and ensure customers achieve measurable value
• Use tools like Mixpanel to analyze user behavior, engagement trends, and product usage
• Identify at-risk accounts through data insights and implement retention strategies
• Plan and execute digital engagement initiatives (email campaigns, lifecycle communication, feature adoption campaigns)
• Use tools like Mailchimp to manage customer outreach and engagement programs
• Coordinate with internal teams for timely issue resolution and service delivery
• Track renewals, upselling opportunities, and account growth
• Maintain CRM records and prepare reports on customer health, engagement, and retention metrics
• Demonstrate strong ownership and accountability for assigned accounts

Preferred Candidate Profile

• 23 years of experience in the SaaS / IT industry
• Experience with product analytics tools such as Mixpanel (or similar platforms)
• Strong understanding of digital marketing and customer lifecycle engagement
• Experience using email marketing tools (Mailchimp or similar)
• Strong communication and relationship management skills
• Analytical mindset with attention to detail
• Ability to manage multiple accounts and prioritize effectively
• Customer-centric approach focused on retention, engagement, and growth