A Customer Success Manager (CSM) is a relationship-first role focused on ensuring our customers achieve their desired outcomes while using Obzervr’s products and services.
* You will be the Voice of the Customer, representing their needs, driving adoption, and promoting product usage.
* You will be the trusted advisor guiding customers through their onboarding, adoption, and expansion journey to maximize value and achieve their business objectives.
* You will be deeply engaged with our customers; understand their needs, be their go-to for queries and advice, and foster and maintain lasting and impactful relationships.
Key Responsibilities:
* Customer Onboarding and Training: CSMs work with the delivery team to help new customers get started with the product or service, providing training and guidance to ensure they understand its features and benefits.
* Relationship Building: You establish and nurture a strong, positive relationships with customers, acting as a trusted advisor and point of contact.
* Proactive Engagement: You monitor customer health, identify potential issues, and proactively reach out to offer support and solutions before problems escalate.
* Customer Advocacy: You champion customer needs and feedback within the organization, working to improve products and services based on customer input.
* Upselling and Cross-selling: You identify opportunities to expand existing customer relationships by offering additional products or services that align with their needs.
* Churn Prevention: You actively managing customer relationships and addressing concerns to prevent customer churn
* Data Analysis: You track key performance indicators (KPIs) such as customer satisfaction, retention rates, and usage patterns to assess the effectiveness of their efforts and identify areas for improvement.
* Reporting: You generate monthly reports and facilitate meetings for customers and management on customer health, trends, and overall performance.
Essential Skills:
* Communication Skills: Excellent verbal and written communication is crucial for interacting with customers and collaborating with internal teams.
* Empathy and Emotional Intelligence: The ability to understand and respond to customer needs and concerns is vital for building trust and rapport.
* Problem-Solving: CSMs need strong analytical and problem-solving skills to address customer issues and find effective solutions.
* Relationship Building: They should be adept at building and maintaining strong relationships with customers.
* Customer Service Skills: Providing excellent customer service is a core function of the role.
* Project Management: Some project management skills may be needed for onboarding new customers, managing implementations, or coordinating with different teams.
* Technical Skills: Basic-to-advanced knowledge of the product or service, as well as the ability to learn new software and tools, is often required.
* Goal-Oriented Mindset: CSMs need to be driven to achieve customer success and contribute to overall business goals.
About You
You’ll thrive in this role if you:
* are a proven top performer in B2B SaaS or tech Customer Success
* love building customer relationships - calling someone doesn’t scare you
* know how to speak the language of mining professionals
* can make things happen - not afraid to get your hands dirty
* are motivated by results and energised by hitting targets
* can communicate with clarity, warmth, and professionalism
* can bounce back quickly from setbacks and keep moving forward
* thrive independently but value collaboration and shared goals
* believe in growth - for yourself, your team, and the people you support
Career Path:
CSMs can progress into senior CSM roles, team lead positions, or management roles within the customer success department. They may also transition into other customer-facing roles such as account management, sales or product specialist roles.