Customer Success Manager

A Customer Success Manager (CSM) plays a crucial role in fostering customer loyalty and ensuring high levels of customer satisfaction:

Job description:

Orbit CSM is responsible for developing positive customer experiences and building strong relationships with customers. Act as a liaison between the support and sales teams, ensuring a seamless transition from sales prospects to active users. The goal is to sustain business growth by maximizing value and minimizing churn rates. Reports directly to the COO.

Responsibilities:

Establish clear retention goals and process milestones for clients and employees. Promote the value of the product and upsell services. Address customer complaints and concerns to improve the overall experience. Orbit Customer Success Manager will address and cover the following topics:

All Open technical issues
Service topics.
Delivery issues
Marketing
Logistics
The CSM is Dedicated Customer Ambassador at Orbit
Facilitate better communication and takes actions needed to improve process for customer benefit.
Quick escalation to management attention
Quarterly Business Review (QBR) meeting- customer facing
Bi-weekly meetings.
Requirements:
Proven experience as a CSM/Account management or a similar role.
Strong communication skills and the ability to foster positive business relationships.
Technical skills related to the use of the product or service.
Accountability and personal organization.
A degree in communications or marketing is preferred.
Ultimately, a CSM works directly with clients to solve their problems, ensure satisfaction, and contribute to the company’s revenue potential.
Fluent in English.