Customer Success Manager

Description

At SingleStone, we operate at the intersection of people and technology, engineering solutions that bring out the best in people. We are a team of problem-solvers, technologists, and strategists who believe in elevating humanity in business by delivering solutions that make a real impact on the lives of other people.

About

As a Customer Success Manager (CSM), you will be the trusted advisor and advocate for our clients, ensuring they receive exceptional value from our solutions. You’ll work closely with delivery teams, sales, and leadership to foster long-term relationships, drive adoption, and unlock new opportunities for growth. More than managing accounts, this role is about building trust, ensuring success, and helping clients achieve their goals. Here's what we'll expect you to do in this role:

Prioritize Client Success

• Develop a deep understanding of client goals, challenges, and success metrics to ensure we’re delivering value at every stage.
• Act as a strategic partner, guiding clients through their journey and ensuring they maximize the impact of our solutions.
• Proactively identify and address risks, ensuring client satisfaction, retention and long-term success.
  
  

Get Comfortable Being Uncomfortable

• Navigate ambiguity with confidence and curiosity, helping clients adapt to change and solve complex problems.
• Be adaptable—every client, challenge, and engagement is different, requiring flexibility and a growth mindset.
• Make informed recommendations with the best available data and continuously refine your approach as new insights emerge.
  
  

Peel Back the Onion

• Ask the hard questions. Dig deep to uncover the real problems clients need to solve.
• Bring an insatiable curiosity to every interaction, exploring new ways we can add value beyond the immediate engagement.
• Help clients see around corners, providing insights and recommendations that align with their long-term vision.
  
  

Build to Last

• Build and expand client relationships, ensuring we are indispensable partners, not just service providers.
• Ensure smooth execution of client projects; partnering closely with delivery teams to ensure high client satisfaction.
• Drive high client satisfaction, ensuring repeat business, referrals, and sustainable growth.
  
  

Embrace Being Small & Mighty

• Move fast, adapt quickly, and find creative solutions when challenges arise.
• Be proactive and resourceful, ensuring we deliver exceptional experiences regardless of constraints.
• Take ownership of client relationships, advocating for their needs while balancing business priorities.
  
  

Help Others Be Great

• Work as a team player, collaborating across sales, delivery, and leadership to align on client success strategies.
• Share knowledge and best practices, ensuring both clients and colleagues thrive and grow together.
• Foster a culture of trust, transparency, and mutual success, where clients see us as an extension of their own teams.
  
  

Requirements

• Experience in customer success, account management, or client strategy, ideally in a consulting or technology-driven environment. Strong relationship-building skills, with the ability to connect, communicate, and influence at all levels.
• A problem-solving mindset, with the ability to think strategically while also executing tactically.
• Excellent communication and storytelling skills—you make complex ideas simple and compelling.
• A track record of driving customer growth, retention, and satisfaction through proactive engagement.