Job Description

CSM Job Description

About The Job

We are seeking a Customer Success Manager (CSM) who will play a critical role in driving success for our clients. As a CSM at Vee, you will serve as the primary point of contact for customers, ensuring they maximize the value from our solutions, and building long-term, trusted relationships. You will work cross-functionally with teams such as Sales, Product, and Support to deliver exceptional customer experiences and to ensure smooth onboarding, adoption, and ongoing customer satisfaction.

Key Responsibilities:

• Serve as the main point of contact for customers, guiding them through the entire lifecycle—from onboarding to renewal.
• Regularly check in with customers to assess satisfaction, address concerns, and identify opportunities for improvement or expansion.
• Lead new customers through the onboarding process, ensuring they quickly and effectively adopt Vee's products.
• Develop a deep understanding of Vee's products, becoming a subject matter expert to provide customers with tailored advice and best practices.
• Advocate for customer needs internally, ensuring that their feedback is relayed to product and development teams for continuous improvement.
• Monitor customer usage and engagement data to proactively address potential challenges or risks.
• Collaborate with customers to create success plans, ensuring they achieve their desired outcomes.
• Own customer renewals by providing a high-touch experience that drives customer loyalty.
• Identify expansion opportunities within accounts, positioning additional services or product features to meet customer needs.
• Work closely with Sales, Product, and Support teams to resolve customer issues and share insights for product enhancements.
• Participate in team meetings, providing feedback and suggestions to improve the customer success function.

Requirements:

• 3+ years of experience as a Customer Success Manager, Account Manager, or a similar customer-facing role.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers at all levels.
• Analytical mindset with the ability to leverage data to drive customer success strategies.
• Critical thinking skills with the ability to troubleshoot and solve problems.
• Ability to manage multiple customer relationships and tasks efficiently in a fast-paced environment.
• Strong organizational skills with meticulous attention to detail
• Experience using HubSpot



Preferred Qualifications:

• Previous experience working with nonprofit organizations
• Familiarity with marketing strategies
• Previous experience meeting upsell and renewal quotas

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