Client Success Manager, Lamina chez West Monroe
West Monroe · Boston, États-Unis d'Amérique · Hybrid
- Professional
- Bureau à Boston
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Job description: Client Success Manager
Lamina is seeking a dynamic customer success manager to join our team. As a CSM, you will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. If you are a results-driven and customer-centric professional looking to make a meaningful impact, we encourage you to apply for the role and become part of a customer-focused, dynamic team. Along with a competitive salary, we offer a collaborative work environment and comprehensive benefits, including performance bonuses and professional development opportunities.
Objectives of the role
· Managing and growing relationships with key customers, acting as their primary point of contact.
· Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.
· Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
· Responding to incoming customer support inquiries and managing Level 1 and Level 2 support issues to resolution.
· Escalating critical or recurring technical issues to Product Management and SRE teams, tracking progress, and communicating updates to customers.
· Gathering customer feedback and communicating product improvement suggestions to the development team.
· Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
· Developing and executing customer success strategies that drive product adoption and maximize customer value.
· Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
· Advocating for the customer within the organization to ensure their needs are prioritized.
Your tasks
· Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
· Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
· Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
· Oversee the customer lifecycle management and identify areas for optimization.
· Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions.
· Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
· Assist in the development of customer success playbooks and resources.
· Serve as the liaison between customers and internal teams, such as product development, sales, and support.
· Take ownership of incoming support tickets, performing root cause analysis and resolution for Level 1 and Level 2 issues.
· Collaborate closely with Product Management, QA, and SRE teams to ensure escalations are handled quickly and effectively.
· Manage customer escalations and ensure issues are resolved quickly and effectively.
Required skills and qualifications
· Bachelor’s degree in Business, Marketing, Communications, or a related field.
· 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
· Experience in managing customer success programs, customer retention, and upselling strategies.
· Proven experience handling Level 1 and Level 2 support requests or similar technical troubleshooting responsibilities.
· Ability to analyze customer data and usage trends to identify areas of improvement.
· Understanding of product management and its impact on customer experience.
· Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
· Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
· Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
· Familiarity with CRM tools, customer success platforms, and analytics software.
· Solid negotiation skills to handle complex customer accounts.
Preferred skills and qualifications
· Advanced degree in Business, Marketing, or a related field.
· Relevant certification in Customer Success, Account Management, or related fields (e.g., SuccessHACKER, CSM certification).
· Experience in SaaS, technology, or B2B industries.
· Knowledge of customer success best practices and frameworks.
· Experience with customer success tools like Gainsight, ChurnZero, or HubSpot.
· Experience with data analytics and reporting.
· Experience in managing large enterprise-level accounts.
· Proficiency in handling customer escalations and resolving conflicts.
· Experience working cross-functionally with Product Management, QA, and SRE teams to resolve production issues.
· Multilingual abilities, especially in regional languages.
Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.
Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses. Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Eligibility for ten weeks of paid parental leave will also be available upon hire date.
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