IDT
Customer Success Manager
San Jose
Sponsorship not specified$29k-$29kDetected 93 days ago
CRMAccount ManagementNegotiationCustomer SuccessCustomer SupportCadenceCommunication
About the role
- The Customer Success Manager (CSM) is a pivotal role, demanding an individual with truly exceptional interpersonal and relational skills.
- Serve as the client's primary point of contact and trusted advisor, owning the overall relationship from onboarding through renewal.
Responsibilities
- The responsibilities of the Customer Success Manager are comprehensive, covering account management, strategic relationship building, product expertise, and proactive risk mitigation:
- Maintain a defined and regular communication cadence with each account to continuously monitor product adoption, usage, and overall service satisfaction.
- Develop an early warning system to identify potential signs of churn or dissatisfaction (e.g., declining usage, unmet expectations, unresolved issues).
- Proactively and swiftly intervene to resolve concerns, develop effective mitigation strategies, and rebuild confidence and partnership when "churn flags" are raised.
- Aid clients across the entire customer lifecycle, including providing detailed product training, answering complex questions, troubleshooting initial configuration issues, and coordinating advanced technical support when necessary.
- Document all customer interactions, success plans, and retention activities accurately within the Customer Relationship Management (CRM) and Customer Success Management (CSM) platforms.
- Create and maintain a library of customer-facing success materials, including best practice guides and use-case examples, to empower clients to be self-sufficient.
Requirements
- The ideal candidate must possess a natural ability to foster win/win environments, ensuring positive and productive outcomes for all stakeholders, including the customer, the internal team, and the company.
Skills
- Ability to articulate complex solutions clearly and persuasively, both verbally and in writing.
- Active listening skills to truly understand customer needs, pain points, and strategic goals.
- Sales and Negotiation Acumen:
- A consultative, solution-oriented selling approach (not aggressive or transactional).
- Ability to identify and qualify expansion opportunities (upsell/cross-sell) by linking product value to customer business outcomes.
- Skill in managing complex negotiations, handling objections, and closing expansion deals.
Compensation
- $29k-$29k
This listing is sourced directly from IDT's careers page and normalized into a canonical job model.