Customer Success Manager (CSM) at IT Horizons Limited

Job Summary

• The Customer Success Manager (CSM) is responsible for ensuring customers achieve maximum value from the company’s technology solutions and services.
• The role focuses on customer adoption, satisfaction, retention, renewals, and long-term partnership growth.
• The CSM acts as the primary post-sales point of contact, coordinating internal teams to deliver excellent and consistent customer experience while driving renewals and expansion opportunities.

Key Responsibilities
Customer Relationship Management:

• Serve as the primary relationship manager for customers across their lifecycle.
• Build trusted advisor relationships with customer stakeholders (technical, business, and executive).
• Proactively engage customers to understand business objectives, challenges, and success metrics.
• Drive high customer satisfaction, loyalty, and advocacy.

Onboarding & Adoption:

• Lead customer onboarding and service kick-off activities after sales handover.
• Ensure smooth adoption of delivered solutions and services.
• Coordinate technical teams, vendors, and partners to resolve onboarding or deployment challenges.
• Track product/service utilization and intervene to address low adoption risks.

Support & Issue Resolution:

• Act as customers advocate internally, escalating and following through on issues until resolution.
• Monitor SLA/OLA adherence and ensure timely resolution of incidents and service requests.
• Work closely with Support, Presales, and Engineering teams to manage escalations.

Renewals & Retention:

• Drive contract renewals, subscriptions, licenses, and support agreements.
• Proactively manage renewal timelines to avoid service or license expirations.
• Identify churn risks early and implement retention strategies.
• Collaborate with Sales and Presales to secure timely renewals.

Growth & Expansion:

• Identify upsell and cross-sell opportunities aligned with customer needs.
• Support account expansion initiatives through value-based discussions.
• Participate in Quarterly Business Reviews (QBRs) and customer success planning.
• Provide feedback on customer needs, product gaps, and service improvements.

Reporting & Collaboration:

• Maintain accurate customer records, engagement notes, and success plans in CRM tools.
• Track and report customer health, satisfaction scores, adoption metrics, and renewal status.
• Collaborate with Sales, Presales, Product, and Finance teams to deliver customer outcomes.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Customer Retention & Renewal Rate
• SLA / OLA Compliance
• Time to Resolution for Customer Issues
• Product / Service Adoption Levels
• Expansion and Upsell Contribution
• Complaint Resolution Timelines

Required Qualifications & Skills
Education:

• Bachelor’s degree in IT, Engineering, Business Administration, or related field.

Experience:

• 3–7 years’ experience in Customer Success, Account Management, Service Delivery, or Technical Support.
• Experience in IT services, cloud solutions, enterprise infrastructure, or technology distribution is a strong advantage.

Skills & Competencies:

• Strong customer-facing communication and relationship management skills.
• Good understanding of enterprise IT solutions (Cloud, Datacenter, Networking, Software, Licensing).
• Strong problem-solving and stakeholder management skills.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience working with SLAs, renewals, and customer satisfaction metrics.
• Proficiency with CRM and service management tools.
• Data-driven, customer-centric, and results-oriented mindset.