Customer Success Manager, Coats Digital

Role Purpose

A Customer Success Manager seeks to develop a positive customer experience and fosters relationships and support brand loyalty. They work alongside upper management to promote retention of customers and overall positive experience with the brand. Additionally, a Customer Success Manager is also well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot. They work closely with other departments and analyze data involving customer reviews and experience with products or services.

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Maintain existing customer-success metrics and data as directed

Principal Accountabilities and Key Activities

Responsibilities

Education, Qualifications and Experience

Essential

Desirable