Job Description
Key Responsibilities
Develop and maintain Customer Success Plans (CSPs) that clearly define customer objectives, key performance indicators (KPIs), shared action items, and timelines to ensure alignment and achievement of desired outcomes.
Own and execute customer onboarding plans, outlining the steps, resources, and training required to ensure new customers are successfully implemented and fully enabled on the product or service.
Lead Quarterly Business Reviews (QBRs) to evaluate progress, address challenges, demonstrate delivered value, and align on future goals and strategies.
Monitor and manage customer health scores and dashboards, leveraging data-driven insights (often within CRM systems) to assess engagement, sentiment, risks, and growth opportunities.
Execute renewal and expansion playbooks, proactively managing contract renewals while identifying upsell and cross-sell opportunities.
Create and maintain internal process documentation, including playbooks and Standard Operating Procedures (SOPs), to ensure consistency, scalability, and operational excellence across the Customer Success team.
Design and refine customer journey maps that visualize the full customer lifecycle, identify key touchpoints, and surface potential friction points.
Develop and utilize success templates, including reusable communication materials, reports, training guides, and case studies, to support customer engagement and outcomes.
Qualifications
Minimum of 5 years of relevant professional experience
Proven background in sales, business development, and customer service in the IT industry
Strong communication, presentation, and relationship management skills, with the ability to engage stakeholders at all levels