Customer Success Manager

SALASA

Key Responsibilities

Strategic Account Management (B2B): Develop and maintain strong, long-lasting relationships with a portfolio of key B2B accounts, conducting regular Quarterly Business Reviews (QBRs) to align on strategy and growth opportunities.

Mass Customer Retention (B2C): Oversee and implement strategies focused on maximizing customer lifetime value (LTV) and improving Net Promoter Score (NPS) and CSAT across the large B2C consumer base.

Systemic Issue Resolution: Monitor customer feedback and data (from both B2B error reports and B2C satisfaction scores) to identify and prioritize systemic operational or product flaws.

Cross-Functional Advocacy: Collaborate closely with the Product, Engineering, and Operations teams, acting as the internal voice of the customer to ensure that business decisions prioritize client value and reduce pain points.

Client Education & Communication: Manage and implement initiatives for client awareness and education regarding service features, platform usage, shipping status updates, and proactive communication during service exceptions.

Commercial Growth: Identify and drive opportunities for upselling or cross-selling new services within both the B2B contracts (e.g., expansion into new services) and the B2C segment (e.g., premium service adoption).

Contract Management: Oversee and negotiate contract renewals for B2B accounts, focusing on sustaining strong profitability and maximizing client retention.

Reporting & Analytics: Prepare and present comprehensive reports to executive management detailing customer health, churn metrics, and strategic recommendations for improving the overall customer experience across all segments.

Qualifications and Skills

• Must have 6+ of relevant leadership experience in Customer Success or Key Account Management (covering both B2B and high-volume B2C environments), possess a Bachelor's or Master's degree in a related field, and demonstrate high skills in problem solving, empathy, responsiveness, and communication.