Senior Customer Success Manager

We are looking for a passionate and customer-focused individual to join our team as a Customer Success Manager at FORTE CLOUD, a leading Cloud System Integrator. The Customer Success Manager will ensure the success and satisfaction of our clients throughout their lifecycle, from onboarding and implementation to ongoing support and adoption of our cloud solutions.

• Serve as the primary point of contact and trusted advisor for assigned clients.
• Build strong relationships and understand clients’ business goals, challenges, and priorities.
• Lead the onboarding and implementation process for new clients.
• Collaborate with sales, consulting, and technical teams to ensure a seamless transition and successful deployment of cloud solutions.
• Develop and execute tailored success plans for each client.
• Outline key milestones, objectives, and success criteria to drive adoption and value realization.
• Proactively engage with clients to assess needs, address concerns, and identify opportunities for upsell or service expansion.
• Provide ongoing guidance, best practices, and training to clients to maximize the value of our solutions.
• Monitor client health and usage metrics to identify trends, mitigate risks, and ensure customer satisfaction and retention.
• Collaborate with internal teams to advocate for client needs, drive product enhancements, and ensure a seamless customer experience.
• Serve as a customer advocate within the organization to champion the voice of the customer and improve satisfaction and loyalty.
• Conduct regular business reviews and quarterly business reviews (QBRs) with clients to review progress, discuss challenges, and identify strategies for continued success.
• Track and report on key performance metrics, including customer satisfaction scores, retention rates, and expansion revenue.
• Provide insights and recommendations to senior management.

• Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field (Master’s degree preferred).
• 4-5 years of experience in customer success, account management, or consulting roles within the technology industry, preferably in cloud computing or IT services.
• Deep understanding of cloud technologies, platforms, and services.
• Experience working with major cloud providers such as AWS, Azure, or Google Cloud.
• Strong communication and interpersonal skills with the ability to build rapport and influence stakeholders.
• Proven track record of driving customer success and delivering value through effective relationship management and solution delivery.
• Technical aptitude and the ability to quickly learn and understand complex cloud solutions and architectures.
• Results-oriented with a focus on customer satisfaction, retention, and expansion revenue.
• Strong problem-solving and decision-making skills with the ability to analyze data and identify trends.
• Excellent organizational and project management skills to manage multiple clients and priorities simultaneously.
• Customer-centric mindset with a passion for helping clients succeed and achieve their business goals.