What are the responsibilities and job description for the Customer Success Manager (Onsite) position at Serigor Inc?
Position: Customer Success Manager
Location: Columbia, MD (Onsite)
Job Type: Full-time
About Us:
Serigor Inc is a Maryland based, CMMI L3, Woman Owned Small Business (WOSB) specializing in IT Services, IT Staff Augmentation, Government Solutions and Global Delivery.
Founded in 2009, we are a leading IT services firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help US government agencies and Fortune 500 companies confidently face the future while increasing the efficiency of their current operations.
Job Overview:
As a Customer Success Manager (CSM), you will be the main point of contact for a portfolio of customers in the United States. You will work closely with customers to ensure they are achieving their desired outcomes through the use of our solutions, driving engagement, and ultimately increasing retention and product adoption. You will be an advocate for the customer, collaborating with internal teams to ensure their needs are met and exceeded. The CSM will be responsible for managing the post-sales lifecycle, including onboarding, training, ongoing support, and expansion opportunities.
Key Responsibilities:
- Customer Onboarding & Adoption:
- Guide new customers through the onboarding process, ensuring they are set up for success from day one.
- Educate customers on how to effectively use the product and drive adoption across their teams.
- Develop and maintain training materials, best practice guides, and resources.
- Customer Relationship Management:
- Build and maintain strong, long-term relationships with customer stakeholders (e.g., decision-makers, end-users).
- Conduct regular check-ins, quarterly business reviews (QBRs), and business value assessments.
- Act as the voice of the customer internally, ensuring their feedback is incorporated into product development and improvement.
- Customer Retention & Satisfaction:
- Proactively identify and resolve customer issues to ensure their satisfaction and long-term success with our solutions.
- Monitor customer health scores, usage patterns, and engagement metrics to spot potential risks and take preventive action.
- Work with customers to ensure they achieve their desired outcomes, and help mitigate any risks of churn.
- Upselling & Expansion:
- Identify opportunities for account growth and expansion, including upselling, cross-selling, and additional product adoption.
- Work closely with the sales team to transition customers to new offerings or solutions that can help them meet their goals.
- Collaboration with Internal Teams:
- Collaborate with sales, support, and product teams to address customer needs and drive product enhancements.
- Work with product management to relay customer feedback and advocate for features or changes that will benefit the customer base.
- Assist in resolving technical issues, leveraging appropriate resources within the organization.
- Reporting & Metrics:
- Provide regular updates on customer status, account health, renewals, and other relevant metrics to management.
- Maintain accurate and up-to-date customer information and records in the CRM.
- Analyze customer data to improve processes, identify trends, and implement improvements.
Required Skills & Qualifications:
- Experience:
- 3-5 years of experience in customer success, account management, or a similar customer-facing role in a SaaS or tech environment.
- Proven track record of managing and growing a portfolio of customers.
- Customer-Focused:
- Passionate about delivering value to customers and ensuring their success.
- Excellent interpersonal and communication skills, both verbal and written.
- Problem-Solving:
- Ability to address customer challenges and resolve issues in a timely and effective manner.
- Strong analytical skills to assess customer health, identify risks, and recommend actions.
- Technical Aptitude:
- Comfort with using CRM tools (Salesforce, HubSpot, etc.) and customer success platforms (Gainsight, Churn Zero, etc.).
- Ability to learn and understand the technical aspects of our products quickly and effectively.
- Collaboration:
- Proven ability to work cross-functionally with sales, marketing, product, and support teams to meet customer needs.
- Time Management:
- Ability to prioritize tasks and manage multiple customer accounts simultaneously.
Preferred Qualifications:
- Experience with customer success software (e.g., Gainsight, To tango, Churn Zero, etc.).
- Experience in B2B SaaS, particularly in enterprise or mid-market solutions.
- Experience in the IT industry is preferred but not required.
- Experience working in a fast-paced, high-growth company.
