Customer Success Manager (CSM)

NXT GIG is on the lookout for a dedicated and experienced Customer Success Manager (CSM) to join our team. In this role, you will be the primary point of contact for our clients, ensuring that they derive maximum value from our services and solutions. Your focus will be on building strong, long-term relationships and understanding each client's unique needs and objectives. You will proactively engage with clients throughout their journey with us, assisting with onboarding, providing support, and identifying opportunities for upselling and cross-selling. The ideal candidate will have a background in customer success, account management, or a related field, along with exceptional communication and problem-solving skills. Join us at NXT GIG and help our clients achieve their goals while contributing to our continued success!

Responsibilities

• Serve as the main point of contact for a portfolio of clients, ensuring their satisfaction and success with our services.
• Conduct regular check-ins with clients to assess their satisfaction and identify areas for improvement.
• Assist clients during the onboarding process to ensure a smooth transition and effective utilization of our solutions.
• Provide support and guidance throughout the client lifecycle, addressing inquiries and resolving issues in a timely manner.
• Monitor client usage and engagement metrics to identify upsell and cross-sell opportunities.
• Collaborate with internal teams to advocate for client needs and drive enhancements to our services.
• Develop and deliver training sessions and educational materials to help clients maximize their use of our solutions.

• Bachelor's degree in Business, Marketing, or a related field.
• Proven experience in customer success, account management, or a similar role.
• Strong understanding of SaaS products and customer journey frameworks.
• Excellent interpersonal and communication skills.
• Ability to build and maintain strong relationships with clients.
• Proactive problem-solver with excellent organizational skills.
• Experience with CRM systems and customer support tools.
• Passion for customer advocacy and commitment to client success.