Customer Success Manager (Client Services & Onboarding)

tripstack

The Role

We are seeking a customer-centric Customer Success Manager with superior organizational and communication skills to join our growing team. This role is not a traditional sales position; its primary focus is on the post-sale customer journey.

Your primary mission is to ensure our clients achieve their desired outcomes and realize the full value of our partnership. You will manage the post-sale operational lifecycle, focusing strictly on the internal processes for customer onboarding, implementation, and ongoing support. You will ensure all requirements are delivered, working in parallel with Account Managers who own the strategic growth and long-term success of the account.

Your success will be measured by client health, retention, and the ability to grow partner revenues as a direct result of the value you help clients achieve.

Customer Onboarding & Implementation

• Lead and manage the complete onboarding journey for new customers, ensuring a smooth transition from the sales process.
• Coordinate with internal technical, product, and service teams to ensure all customer requirements are delivered, configured, and implemented accurately and on time.

Client Relationship & Service Delivery

• Serve as a point of escalation for client issues, ensuring swift resolution by collaborating with technical and product support or other internal teams as required.
• Act as the "voice of the customer" internally, advocating for their needs while managing expectations.
• Keep a detailed project plan for the onboarding of all new customers
• Efficiently coordinate all internal and external meetings, including scheduling, setting agendas, and distributing follow-up notes and action items.
• Highlight product features to be developed to help shape the B2B product roadmap
• Service the the key point of contact internally and coordinate the required resources to on-board and deliver on-going services to the customer

Strategic Performance Reviews

• Monitor customer KPIs to proactively identify and address any risks or opportunities.
• Prepare regular internal business reviews (e.g., monthly performance overviews, quarterly check-ins) with key stakeholders.
• Analyze client data and present clear insights to demonstrate the value and ROI they are receiving from the partnership.
• Identify opportunities for mutual growth by deeply understanding the client's needs and present to internal stakeholders

Note: You will facilitate introductions to the appropriate sales team when a client expresses interest in expansion, but you will not be responsible for negotiation or closing new sales.