[Hiring] Customer Success Manager @Biteaway pest

Role Description

The Customer Success Manager (CSM) is responsible for building strong relationships with customers and ensuring they achieve their desired outcomes using the company’s products or services. This role focuses on customer satisfaction, retention, and long-term success by proactively supporting clients, resolving issues, and identifying opportunities for growth.

• Develop and maintain long-term relationships with customers
• Ensure customers successfully adopt and use the company’s products or services
• Serve as the primary point of contact for assigned accounts
• Monitor customer health, satisfaction, and engagement
• Identify opportunities for upselling or cross-selling additional products or services
• Collaborate with sales, product, and support teams to meet customer needs
• Provide onboarding and training for new customers
• Track customer feedback and communicate insights to internal teams
• Reduce customer churn and increase retention rates

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or related field
• Strong relationship-building and communication skills
• Excellent problem-solving and conflict-resolution abilities
• Ability to manage multiple client accounts simultaneously
• Experience with CRM software and customer success platforms
• Strong organizational and time-management skills

Requirements

• 2–5+ years of experience in customer success, account management, or client services
• Experience in SaaS, technology, or service-based industries
• Knowledge of customer lifecycle management and retention strategies
• Data analysis and reporting skills

Key Performance Metrics (KPIs)

• Customer retention rate
• Customer satisfaction (CSAT)
• Net Promoter Score (NPS)
• Product adoption and usage rates
• Customer lifetime value (CLV)

Work Environment

• Office, hybrid, or remote depending on the company
• Frequent communication with clients via meetings, calls, and emails
• Collaboration with sales, product, and support teams