The Customer Success Manager at Singular plays a pivotal role in ensuring client satisfaction, retention, and long-term success. This role focuses on building strong, trust-based relationships and aligning client business objectives with our AI-powered solutions to maximize ROI and operational efficiency. Acting as a trusted advisor and advocate, the CSM drives solution adoption, fosters innovation, and contributes to Singular’s mission of delivering measurable business value in a competitive market.
Job Responsibilities:
- Build and nurture long-term client relationships, ensuring satisfaction, retention, and loyalty.
- Guide clients through onboarding, training, and continuous support to drive adoption of our AI-powered solutions.
- Monitor client health metrics, proactively identify risks, and implement action plans with agility.
- Collaborate with cross-functional teams (product, sales, engineering) to ensure seamless delivery and innovation.
- Act as the voice of the client, providing insights and feedback to improve products, services, and processes.
- Anticipate client needs and present proactive solutions that maximize business outcomes.
- Identify opportunities for account growth, contract renewals, and expansion.
- Lead review sessions and create reports that demonstrate measurable client ROI.
Required Tecnical Skills:
- Data Analysis: Ability to interpret client metrics (NPS, churn, adoption rate, expansion MRR, ROI).
- Project Management Tools: Experience with Jira, Trello, Asana, or similar to coordinate deliverables and track progress.
- Documentation & Reporting: Strong skills in creating reports with Excel/Google Sheets and presentations using tools like Power BI or Google Data Studio.
- Agile Knowledge: Understanding of agile methodologies and development cycles (sprints, backlogs, QA, deliverables).
- AI & Data Tools: Basic knowledge of applied AI tools (e.g., ChatGPT, MidJourney) and data analysis.
- UX/UI Awareness: Understanding of user flows and customer-centered design principles.
- Collaboration Tools: Experience with Slack, Notion, Confluence, and other remote collaboration platforms.
