The Client Success Manager (CSM) manages the post-new business sales customer experience. CSM success metrics are client satisfaction, retention and growth.
The CSM is responsible for the creation and ongoing management of the success plans which includes collaboration with key client contacts and internal business partners. The CSM must have strong marketing domain knowledge and ability to learn marketing technologies.
A successful candidate will have the desire and ability to become an extension of the client team, understand their key objectives & priorities, associated KPIs, and assist in mapping out a path to success and a healthy return on investment. The CSM must effectively collaborate with a wide array of internal teams (Support, Sales, Marketing, Services, Product, Legal, Finance and Operations) to orchestrate and optimize the customer experience.
Given that the CSM is responsible for the overall relationship between clients and our business, the ultimate goal is for the Client Success Manager to earn ‘trusted advisor’ status with their assigned accounts and be viewed as the guide to all that SkillLane can bring to bear against their digital learning priorities.
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