Customer Support Representative / Customer Success Manager

Role Description

The Customer Support Representative / Customer Success Manager is responsible for delivering exceptional customer service while building long-term client relationships that promote customer satisfaction, product adoption, and retention. This role combines day-to-day customer support with proactive customer success initiatives to ensure customers achieve maximum value from the organization's products and services.

Key responsibilities include responding to customer inquiries through multiple communication channels, resolving product and service issues, troubleshooting technical or operational concerns, and ensuring timely resolution of support requests in accordance with established service standards. The role maintains accurate records of customer interactions, support cases, and resolutions within customer relationship management (CRM) or ticketing systems.

The position manages customer onboarding, develops success plans, monitors product usage and customer health metrics, and proactively engages customers to encourage product adoption and long-term success. It identifies potential risks to customer retention, provides recommendations, and coordinates with internal teams to resolve issues and improve the overall customer experience.

The role collaborates with product, sales, marketing, technical support, and engineering teams to communicate customer feedback, identify product improvement opportunities, and ensure customer requirements are addressed effectively. It also prepares customer reports, monitors key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), retention, and response times, and contributes to continuous improvement initiatives.

The position develops and maintains customer knowledge resources, including user guides, frequently asked questions (FAQs), onboarding materials, and knowledge base documentation to improve self-service capabilities and enhance the customer experience.

Qualifications

Strong understanding of customer service, customer success, relationship management, customer lifecycle management, account support, and problem resolution. Ability to build trusted customer relationships and deliver high-quality service experiences.

Proficiency in customer relationship management (CRM) systems, help desk and ticketing platforms, communication tools, spreadsheet applications, reporting software, and collaboration platforms. Familiarity with customer success platforms, knowledge management systems, and data analytics tools is an advantage.

Strong analytical and problem-solving skills with the ability to investigate customer issues, interpret customer data, identify improvement opportunities, and implement effective solutions.

Knowledge of customer onboarding, account management, service-level agreements (SLAs), customer engagement strategies, performance metrics, and continuous improvement methodologies.

Excellent written and verbal communication skills with the ability to explain technical and non-technical concepts clearly, prepare professional customer communications, and collaborate effectively with cross-functional teams.

• Strong organizational skills, empathy, adaptability, attention to detail, and the ability to manage multiple customer accounts and support requests while maintaining a customer-focused approach in a fast-paced and collaborative environment.