Customer Success Manager (Account & Operations)

Job Description

Role Overview

The client is hiring a Customer Success Manager who will take over right after Sales closes a deal and guide clients through deployment, onboarding, adoption, and ongoing success.

This role blends customer success + account management + operations coordination, ensuring deployments run smoothly and clients stay engaged, supported, and satisfied. You’ll be the one keeping customers happy, processes organized, and technology fully utilized.

What You’ll Do

Customer Success and Account Management

• Take ownership of client relationships after the Sales handoff
• Manage pre-deployment checklists and track deployment progress
• Lead 30-day and 60-day post-deployment check-ins
• Host monthly calls with key clients
• Drive product adoption and robot utilization
• Communicate feature updates and enhancements
• Identify upsell opportunities
• Conduct post-deployment refresher training
• Gather customer feedback and relay product feature requests

Support and Issue Management

• Provide Tier 1 support for key clients
• Triage issues to Support/Engineering when needed
• Monitor error logs and vendor portals
• Ensure consistent login and usage in intelligence/robot portals
• Track customer pain points and recurring issues

Operations and Coordination

• Manage the deployment calendar (deployments, conferences, sales fulfillment)
• Coordinate with internal teams to keep timelines on track
• Maintain clean documentation, account notes, and deployment updates
• Utilize AI for scheduling support, data extraction, checklist automation, and reporting

Requirements

• 3+ years in Customer Success, Account Management, Operations, or of similar capacity
• Excellent English communication (written + spoken)
• Comfortable monitoring dashboards, logs, and basic troubleshooting
• Organized, process-driven, and proactive in follow-through
• Able to work full EST hours
• Fast learner with strong tech adaptability

Nice to Have: SaaS experience, robotics/automation familiarity, vendor portal coordination, or experience delivering online client training.

Success Metrics (KPIs)

• Customer satisfaction scores (CSAT/NPS)
• Number of client referrals
• Healthy robot utilization levels
• Smooth 30/60-day follow-ups and deployment operations
• Quality of upsell leads
• Reduced Tier-1 escalations