Customer Success Manager

Client Success Manager

The Client Success Manager (CSM) is pivotal in delivering an exceptional post-sale experience, handling communication bottlenecks, addressing customer concerns, and fostering long-term client satisfaction. In support of Cirrus future initiatives, the CSM also plays a critical role in securing customer testimonials, generating referrals into net-new business, and identifying opportunities for upselling or expanding projects with current customers, all while maintaining clear communication and coordination with project managers, support, vendors and customers. The CSM does not replace the project manager or support technician and their role to communicate to the client. The CSM is responsible for ensuring that relevant parts of the organization deliver on our commitments to the client. The CSM may lead communication during an escalation, but it is up to the primary party responsible to lead the resolution efforts.

Role Responsibilities :

• Customer Communication : Drive communications for customers post-sale, ensuring they are informed about project timelines, installation progress, and next steps. Ensure follow-up and action by the project management team.
• Issue Resolution : Address and resolve customer concerns promptly, working with internal teams and contractors to avoid delays and miscommunication.
• Client Satisfaction : Proactively monitor customer sentiment and take steps to exceed expectations, ensuring a positive overall experience.
• Reviews and Testimonials : Secure 5-star reviews and written or video testimonials upon project completion.
• Referrals and Upsells : Cultivate strong relationships to identify opportunities for upselling additional services or securing client referrals.

Cirrus Core Values : What We Look For In A Teammate :