Customer Success Manager

Shibumi is a fast-growing SaaS company revolutionizing the industry. We empower businesses with cutting-edge solutions that drive efficiency, growth, and customer satisfaction. Our team is passionate about delivering value to our customers and ensuring they achieve their business goals with our platform.

 

We are seeking a dynamic and strategic Customer Success Manager to join our team. This role is ideal for candidates with 2-3 years of experience in management consulting who are looking to transition into the SaaS industry. The CSM will be responsible for ensuring our customers realize maximum value from our products, driving adoption, retention, and expansion.

 

Key Responsibilities

• Act as a trusted advisor to customers, understanding their business objectives and aligning them with our product capabilities.
• Develop and execute customer success plans to ensure adoption, satisfaction, and long-term retention.
• Analyze customer data and provide insights that drive engagement and success.
• Conduct regular business reviews with customers to showcase value and identify new opportunities.
• Collaborate cross-functionally with Sales, Product, and Support teams to address customer needs and advocate for product enhancements.
• Support expansion opportunities by promoting platform usage and adoption.
• Proactively manage risks, ensuring customer concerns are addressed swiftly and effectively.
• Use AI tools as part of a daily workflow to analyze account health and adoption data, prepare for client conversations, and resolve support requests faster, applying sound judgment to verify AI output and protect client data
• Identify opportunities to apply AI within Enablement & Support processes (e.g., knowledge base content, ticket triage, solution health assessments) and share what works with the broader team
• Deliver Power User Training and support client delivery of end-user training to ensure product adoption.
• Provide new release/feature training and support client adoption of new features.

Who You Are

• 2-3 years of experience in management consulting, with a strong ability to solve complex business problems.
• Passionate about customer success and building long-term relationships.
• Passionate about technology with a natural curiosity to explore, learn, and adapt to emerging trends and innovations.
• Strong analytical skills with the ability to interpret customer data and drive actionable insights.
• Hands-on, demonstrated experience using AI tools (e.g., ChatGPT, Claude, Microsoft Copilot) to improve productivity and quality of work, with specific examples to share
• Good judgment about when AI output needs review, and an understanding of confidentiality and data privacy considerations when using AI with client information
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
• Highly organized, detail-oriented, and capable of managing multiple customer accounts effectively.
• Experience in SaaS, B2B technology, or business transformation is a plus.

Why Join Us?

• Impact: Play a critical role in shaping the customer journey and driving business success.
• Growth: Opportunities to develop your career in a fast-growing SaaS environment.
• Culture: Work in a collaborative, innovative, and customer-focused team.
• Flexibility: Hybrid/Remote work options and a focus on work-life balance.