Customer Success Manager

As a Customer Success manager, you will focus on fostering strong relationships with customers to ensure they achieve their desired outcomes while maximizing the value they gain from Nymiz’s solution. This role involves proactive engagement with clients to understand their needs, help kick off and launch the use of the product, drive product adoption, ensure satisfaction and drive product and service upsells and license renewals. You are a trusted advisor, addressing challenges, promoting retention, and identifying growth opportunities all while collaborating with internal teams to align customer goals with our business objectives.

What You’ll Do

• Serve as the primary point of contact for customers, building strong relationships to ensure their long-term success.
  Proactively guide customers through the kick off and onboarding process, ensuring smooth adoption of the product or service.
• Drive the POC (proof of concept), gain customer trust in our solution
• Monitor customer health metrics and identify opportunities to enhance satisfaction, engagement, and retention.
• Collaborate with internal teams, including sales, engineering, support, and product, to address customer needs and deliver exceptional service.
• Conduct regular check-ins and business reviews to align customer goals with the company’s offerings and identify growth opportunities.
• Resolve customer issues by coordinating resources, providing solutions, and acting as their advocate within the organization.
• Educate customers on new features, updates, and best practices to maximize product value.
• Identify upsell and cross-sell opportunities and work with the sales team to drive additional value for customers and the business.
• Ensure renewals of annual and multi-year licenses.

What We’re Looking For

• Minimum 4 years of proven experience in a Customer Success, sales engineering, Account Management, or related client-facing role, preferably in a SaaS or technology environment.
• Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders.
• Demonstrated ability to manage multiple accounts, prioritize tasks, and meet deadlines in a fast-paced environment.
• Analytical mindset with the ability to understand customer data, track performance metrics, and derive actionable insights.
• Problem-solving skills and a proactive approach to addressing customer challenges and ensuring satisfaction.
• Familiarity with CRM systems (e.g., Salesforce, HubSpot) and Customer Success tools (e.g., Gainsight, ChurnZero) is a plus.
• A customer-centric attitude with a passion for helping clients succeed and achieve their goals.
• Bachelor’s degree in Business, Communication, or a related field (or equivalent work experience).
• Specific skills: Professional/native level in English and in Spanish, both speaking and writing, Support and/customer success experience in SaaS, Cybersecurity or AI-based Product. Experience in deploying Testing environments, tech-background Sales Soft skills