Customer Success Manager

Description

Chmura Economics & Analytics, LLC (Chmura) is seeking a Customer Success Manager (CSM) to manage client relationships, drive product adoption, and support customer retention and account growth. This role is responsible for managing an assigned portfolio of clients, understanding their business needs, and helping them maximize the value of Chmura's products and services. The ideal candidate is a proactive, relationship-focused professional with strong communication and problem-solving skills who can independently manage client accounts and collaborate across teams to deliver positive customer outcomes.

Essential Duties and Responsibilities:

Client Relationship Management & Retention

• •Develop and maintain strong, long-term relationships with an assigned portfolio of clients to drive customer satisfaction and retention.
• •Serve as the primary point of contact for assigned accounts, providing proactive communication and timely resolution of client questions and concerns.
• •Develop a thorough understanding of each client's business objectives, product utilization, and evolving needs.
• •Conduct regular client check-ins and quarterly business reviews (QBRs) to demonstrate product value, evaluate customer satisfaction, and identify opportunities for improvement.
• •Monitor customer engagement and account health to proactively identify and address potential retention risks.
• •Support contract renewals by maintaining strong customer relationships, communicating product value, and coordinating with internal stakeholders as needed.

Customer Onboarding & Product Adoption

• •Manage the onboarding of new clients, ensuring a seamless transition from the sales process to ongoing account management.
• •Guide clients through product setup, training, and best practices to maximize adoption and utilization.
• •Establish clear onboarding milestones and follow-up activities to support successful customer implementation.
• •Identify opportunities to increase product engagement and help clients achieve their business objectives.
• •Deliver product demonstrations and training sessions tailored to client needs and use cases.
• •Coordinate with internal teams to resolve technical or product-related concerns and ensure a positive customer experience.

Account Growth & Expansion

• •Identify upsell and cross-sell opportunities by understanding customer needs and aligning them with Chmura's products and services.
• •Proactively communicate new product features, enhancements, and offerings that may provide additional value to clients.
• •Partner with Account Executives and Sales leadership to support account expansion opportunities.
• •Develop a strong understanding of Chmura's SaaS and DaaS solutions to effectively communicate their capabilities and business value.
• •Maintain awareness of relevant industry trends and competitor offerings to better support client needs.

Account Management & Cross-Functional Collaboration

• •Maintain accurate and timely documentation of customer interactions, account activities, renewal opportunities, and follow-up actions within Salesforce.
• •Collaborate with Sales, Product, Support, Finance, and other internal teams to address customer needs and resolve account-related concerns.
• •Provide customer feedback and insights to internal stakeholders to support product enhancements and continuous improvement.
• •Follow established customer success processes and contribute recommendations to improve onboarding, engagement, and retention.
• •Escalate complex customer issues appropriately, providing relevant account information, customer objectives, and recommended solutions.

Requirements

Knowledge, Skills, and Abilities

• •Strong interpersonal, verbal, and written communication skills.
• •Demonstrated ability to develop and maintain professional client relationships.
• •Strong problem-solving and analytical skills, with the ability to assess customer needs and recommend appropriate solutions.
• •Ability to independently manage a portfolio of accounts, prioritize competing responsibilities, and meet established deadlines.
• •Strong organizational skills and attention to detail.
• •Ability to understand customer business objectives and effectively communicate the value of products and services.
• •Proactive approach to customer engagement, retention, and account growth.
• •Ability to collaborate effectively with cross-functional teams.
• •Strong presentation skills and ability to deliver effective product demonstrations and customer training.
• •Proficiency with CRM software and Microsoft Office applications.

Education and Experience

• •Bachelor's degree in business, marketing, communications, or a related field, or equivalent relevant experience.
• •Minimum of two years of experience in customer success, account management, sales, or another customer-facing role.
• •Experience managing client relationships and resolving customer concerns.
• •Experience working with CRM software; Salesforce experience preferred.
• •Experience in a SaaS, DaaS, or technology-based environment preferred.
• •Must obtain JobsEQ Fit certification within 90 days of hire.