Customer Success Manager II

KEY RESPONSIBILITIES

What will the person have to do within this position; What are the overall obligations of this position and describe regular results of the job; Outline what has to be achieved and how does it contribute to the overall Company / department / team

Establish a consistent cadence of proactive communication to monitor product utilization, drive user engagement, and accelerate adoption.
Conduct continuous needs-assessments to document each client's specific business goals
Track progress against defined success milestones over the customer lifecycle.
Monitor portfolio health metrics and usage data systematically to identify churn risks early
Execute tactical intervention plans that secure contract renewals.
Analyze account growth and operational patterns to identify, qualify, and surface expansion and upsell opportunities to the commercial team.
Maintain accurate and up-to-date documentation of account health, engagement history, and retention forecasts within internal CRM systems for management review.
Synthesize client feedback trends to advocate for product enhancements that improve the customer experience
Efficiently redirecting technical support inquiries to the appropriate reactive channels

COMPETENCIES & SKILLS

Give an overview of the types of competencies and skills (technical and / or soft skills) you need your successful candidate to have, indicating level of competencies where applicable. Eg.

Excellent written and verbal communication skills; adept at simplifying complex concepts.
Empathetic mindset; skilled at identifying and resolving core client pain points.
Proactive problem-solver; comfortable navigating ambiguous customer issues.
Strong time-management; proficient in balancing portfolio outreach with administrative priorities.
Collaborative approach; strong interpersonal skills effective across diverse teams.
Proficient in leveraging AI tools and productivity software to streamline workflows, enhance communication, and synthesize account data.
Composed and performance-driven; thrives in high-stakes environments with tight deadlines and competing priorities.
Analytical; adept at interpreting usage data to proactively identify portfolio risks and implement solutions.

Give an overview of the types of experience and qualifications you need your successful candidate to have; Do indicate level of competencies where applicable.

Bachelor’s degree in Business, Communications, Information Technology, Psychology or a related field

Having 2 years working experience in customer-facing environment

Demonstrated proficiency in juggling various responsibilities and projects concurrently
Prior experience with customer success software or CRM platforms (such as HubSpot or Salesforce) is considered an advantage

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