Client Success Manager, Lamina

Job description: Client Success Manager

Lamina is seeking a dynamic customer success manager to join our team. As a CSM, you will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. If you are a results-driven and customer-centric professional looking to make a meaningful impact, we encourage you to apply for the role and become part of a customer-focused, dynamic team. Along with a competitive salary, we offer a collaborative work environment and comprehensive benefits, including performance bonuses and professional development opportunities.

Objectives of the role

· Managing and growing relationships with key customers, acting as their primary point of contact.

· Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.

· Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.

· Responding to incoming customer support inquiries and managing Level 1 and Level 2 support issues to resolution.

· Escalating critical or recurring technical issues to Product Management and SRE teams, tracking progress, and communicating updates to customers.

· Gathering customer feedback and communicating product improvement suggestions to the development team.

· Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.

· Developing and executing customer success strategies that drive product adoption and maximize customer value.

· Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.

· Advocating for the customer within the organization to ensure their needs are prioritized.

Your tasks

· Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.

· Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.

· Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.

· Oversee the customer lifecycle management and identify areas for optimization.

· Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions.

· Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.

· Assist in the development of customer success playbooks and resources.

· Serve as the liaison between customers and internal teams, such as product development, sales, and support.

· Take ownership of incoming support tickets, performing root cause analysis and resolution for Level 1 and Level 2 issues.

· Collaborate closely with Product Management, QA, and SRE teams to ensure escalations are handled quickly and effectively.

· Manage customer escalations and ensure issues are resolved quickly and effectively.

Required skills and qualifications

· Bachelor’s degree in Business, Marketing, Communications, or a related field.

· 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.

· Experience in managing customer success programs, customer retention, and upselling strategies.

· Proven experience handling Level 1 and Level 2 support requests or similar technical troubleshooting responsibilities.

· Ability to analyze customer data and usage trends to identify areas of improvement.

· Understanding of product management and its impact on customer experience.

· Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.

· Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.

· Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.

· Familiarity with CRM tools, customer success platforms, and analytics software.

· Solid negotiation skills to handle complex customer accounts.

Preferred skills and qualifications

· Advanced degree in Business, Marketing, or a related field.

· Relevant certification in Customer Success, Account Management, or related fields (e.g., SuccessHACKER, CSM certification).

· Experience in SaaS, technology, or B2B industries.

· Knowledge of customer success best practices and frameworks.

· Experience with customer success tools like Gainsight, ChurnZero, or HubSpot.

· Experience with data analytics and reporting.

· Experience in managing large enterprise-level accounts.

· Proficiency in handling customer escalations and resolving conflicts.

· Experience working cross-functionally with Product Management, QA, and SRE teams to resolve production issues.

· Multilingual abilities, especially in regional languages.