Customer Success Manager

Summary

Join our Customer Experience Team as a data-driven Customer Success Manager and improve customer retention by designing smarter user experiences and implementing churn reduction strategies. You will collaborate with cross-functional teams to identify friction points, propose solutions, and track the impact of initiatives. This role involves analyzing key customer metrics, improving UI/UX, developing solutions to enhance usability, and partnering with sales and marketing. You will provide actionable insights to leadership and ensure accurate reporting. Additionally, you will lead efforts to boost referrals and customer advocacy, support customer onboarding, and solve problems effectively. This position requires a solid grasp of SaaS, user journey mapping, and usability principles, along with strong collaboration and communication skills.

Requirements

• Solid grasp of SaaS, user journey mapping, and usability principles
• Strong understanding of navigation optimization, retention, and referral strategies
• 2–5 years of experience in related roles; at least 1 year in leadership is preferred
• High emotional intelligence and strong collaboration skills
• Proactive, results-focused, and adaptable
• Excellent communication skills and a “can-do” attitude

Responsibilities

• Identify, monitor, and analyze key customer metrics to drive retention strategies
• Collaborate with design and product teams to improve UI/UX and reduce churn
• Develop and test solutions to enhance navigational flow and usability
• Partner with sales and marketing to align retention initiatives with business goals
• Provide actionable insights to leadership based on customer behavior data
• Ensure accurate reporting on cross-functional projects
• Lead efforts to boost referrals and customer advocacy
• Support customer onboarding and engagement initiatives
• Solve problems quickly, even under pressure
• Pursue continuous improvement in processes and systems