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We are seeking a responsible and ambitious Client Success Manager to join our growing team. This role will provide ongoing support to our clients, contribute to building relationships, and implement new programs that increase business revenue and minimize churn rates. They will work directly with clients to support their transition from sales prospects to customers, help solve their problems, and ensure their satisfaction while they are an active account with us. The Client Success Manager will also work closely with other employees to address client concerns or questions in a timely manner.

Typical Duties and Responsibilities

  • Build strong, long-term relationships with clients by staying in constant communication and effectively resolving issues
  • Manage multiple client accounts and projects of varying complexity 
  • Establish clear client retention goals and strategies
  • Maintain open and transparent communication with clients, providing regular updates and progress reports
  • Translate client requests into effective strategies
  • Conduct regular customer success reports to ensure client goals are met and issues are resolved proactively 
  • Collaborate with cross-functional teams to deliver world-class solutions to clients
  • Evaluate risk management for each customer and proactively drive retention throughout the customer life cycle
  • Identify and prioritize product and service updates that reflect client requests and industry trends
  • Serve as an ambassador for our company and products
  • Act as a liaison between clients and internal teams
  • Review customer complaints and concerns, conveying relevant suggestions and feedback to the appropriate teams

Education

  • Bachelor’s degree in sales, business development, or a related field

Required Skills and Experience

  • 2+ years of experience in a customer facing role, preferably in a similar industry
  • Experience in account management, consulting, or solutions engineering
  • Experience building customer relationships
  • Experience analyzing and optimizing processes
  • Experience in growing, training, and supervising a customer success team
  • Experience in customer experience management 
  • Experience with delegation and task management
  • Experience in B2B client engagement
  • Knowledge of project progress tracking, updates, analysis, and budgeting
  • Proficiency with Microsoft Office
  • Excellent communication and presentation skills
  • Excellent project management skills