A Customer Success Manager (CSM) is a relationship-first role focused on ensuring our customers achieve their desired outcomes while using Obzervr’s products and services.

• You will be the Voice of the Customer, representing their needs, driving adoption, and promoting product usage.
• You will be the trusted advisor guiding customers through their onboarding, adoption, and expansion journey to maximize value and achieve their business objectives.
• You will be deeply engaged with our customers; understand their needs, be their go-to for queries and advice, and foster and maintain lasting and impactful relationships.

Key Responsibilities:

• Customer Onboarding and Training: CSMs work with the delivery team to help new customers get started with the product or service, providing training and guidance to ensure they understand its features and benefits.
• Relationship Building: You establish and nurture a strong, positive relationships with customers, acting as a trusted advisor and point of contact.
• Proactive Engagement: You monitor customer health, identify potential issues, and proactively reach out to offer support and solutions before problems escalate.
• Customer Advocacy: You champion customer needs and feedback within the organization, working to improve products and services based on customer input.
• Upselling and Cross-selling: You identify opportunities to expand existing customer relationships by offering additional products or services that align with their needs.
• Churn Prevention: You actively managing customer relationships and addressing concerns to prevent customer churn
• Data Analysis: You track key performance indicators (KPIs) such as customer satisfaction, retention rates, and usage patterns to assess the effectiveness of their efforts and identify areas for improvement.
• Reporting: You generate monthly reports and facilitate meetings for customers and management on customer health, trends, and overall performance.

Essential Skills:

• Communication Skills: Excellent verbal and written communication is crucial for interacting with customers and collaborating with internal teams.
• Empathy and Emotional Intelligence: The ability to understand and respond to customer needs and concerns is vital for building trust and rapport.
• Problem-Solving: CSMs need strong analytical and problem-solving skills to address customer issues and find effective solutions.
• Relationship Building: They should be adept at building and maintaining strong relationships with customers.
• Customer Service Skills: Providing excellent customer service is a core function of the role.
• Project Management: Some project management skills may be needed for onboarding new customers, managing implementations, or coordinating with different teams.
• Technical Skills: Basic-to-advanced knowledge of the product or service, as well as the ability to learn new software and tools, is often required.
• Goal-Oriented Mindset: CSMs need to be driven to achieve customer success and contribute to overall business goals.

About You

You’ll thrive in this role if you:

• are a proven top performer in B2B SaaS or tech Customer Success
• love building customer relationships - calling someone doesn’t scare you
• know how to speak the language of mining professionals
• can make things happen - not afraid to get your hands dirty
• are motivated by results and energised by hitting targets
• can communicate with clarity, warmth, and professionalism
• can bounce back quickly from setbacks and keep moving forward
• thrive independently but value collaboration and shared goals
• believe in growth - for yourself, your team, and the people you support

Career Path:

CSMs can progress into senior CSM roles, team lead positions, or management roles within the customer success department. They may also transition into other customer-facing roles such as account management, sales or product specialist roles.