Customer Success Representative

Job PurposeThe Customer Success Representative is responsible for ensuring clients achieve maximum value from the company’s products and services. Reporting to the Customer Success Manager, the representative plays a key role in building long-term relationships with customers by driving adoption, supporting onboarding, and addressing client needs throughout the customer lifecycle.This role involves assisting with account management, providing proactive support, facilitating training and enablement, and monitoring customer satisfaction to identify opportunities for growth. The Customer Success Representative also works closely with cross-functional teams including Sales, Product, and Support to resolve client issues, advocate for customer needs, and ensure seamless customer experience.Key Result AreasSupport the Customer Success Manager with client success planning and executionMaintain accurate customer records and account data within systems such as Salesforce and ZendeskDrive customer retention through proactive engagement, onboarding, and adoption initiativesIdentify and close opportunities for account expansion.Collaborate with Marketing, Sales, Product, and Support teams to deliver a seamless customer experience and ensure client needs are metPrepare and deliver reports on key metrics such as retention, satisfaction scores, and expansion opportunitiesRespond to customer queries and resolve issues in a timely and professional mannerProvide account insights including usage data, feedback, and health indicators to inform strategiesContribute to customer success projects aimed at improving processes, tools, and overall client outcomesKnowledge, Skills and ExperienceProven experience as a Customer Success Representative, Account Manager, or in a client facing support roleHands on experience with customer management tools such as Salesforce, Zendesk, or equivalent CRM and ticketing platformsStrong computer literacy, particularly with MS Office and reporting toolsUnderstanding of customer success metrics such as retention, churn, adoption, and expansionExcellent organisational skills with the ability to prioritise multiple accounts and projectsStrong written, verbal, and in person communication skills with a customer centric approachOriginally posted on Himalayas