Customer Success Manager

3 weeks ago


Atlanta, United States Get Covered Inc. Full time
Job DescriptionJob Description

Position Summary

The Customer Success Manager (CSM) is responsible for ensuring the ongoing satisfaction and success of the company's clients. This role involves managing relationships with customers, understanding their needs, and ensuring that the product or service continually meets and exceeds their expectations.

Key Responsibilities

  1. Customer Relationship Management: Build and maintain strong, long-lasting customer relationships. Act as the primary point of contact and build long-term relationships with customers.
  2. Onboarding and Training: Guide new clients through the onboarding process, ensuring they understand how to use the services or products effectively.
  3. Feedback and Adaptation: Gather customer feedback to drive continuous product or service improvement. Work closely with sales and product development teams to implement customer feedback.
  4. Renewals and Upselling: Encourage renewals and upsell opportunities by demonstrating value to customers throughout their customer journey.
  5. Problem Resolution: Address customer concerns and resolve issues promptly. Ensure a high level of customer satisfaction and retention.
  6. Reporting: Track and report on customer success metrics, analyze data to identify trends and make recommendations based on findings.

Required Skills and Qualifications

  • Proven experience in customer success, account management, or similar customer-focused roles.
  • Strong communication and interpersonal skills.
  • Excellent organizational and time management skills.
  • Proficient in CRM/Salesforce software and comfortable with data analysis.

Preferred Skills

  • Bachelor’s degree in Business Administration, Communications, or related field.
  • Experience in the Property Management/Renters Insurance industry.
  • Knowledge of customer service practices and commitment to customer engagement.


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