Customer Success Manager
Mako IT Lab
Role: Customer Success Manager
Experience: 5+ Years
Department: Customer Success / Account Management
Employment Type: Full-Time
Reporting To: Head of Customer Success / Business Leadership
Role Overview
We are looking for an experienced Customer Success Manager (CSM) who will own the overall success, retention, and growth of a portfolio of customers.
This is not purely a relationship-management role. The CSM will be expected to develop a deep understanding of the customer's business, ensure that our services and solutions continue to deliver measurable value, proactively manage risks, drive renewals, and identify opportunities to expand the relationship.
The CSM will work closely with customer stakeholders as well as internal Sales, Delivery, Project Management, Engineering, Finance, and Leadership teams to ensure that customer expectations, delivery outcomes, commercial objectives, and long-term account strategy remain aligned.
Key Objectives of the Role
The Customer Success Manager Will Be Responsible For
- Building strong and trusted relationships with customers.
- Protecting and growing existing account revenue.
- Increasing customer retention and renewal rates.
- Identifying upsell and cross-sell opportunities.
- Improving customer satisfaction and engagement.
- Ensuring customers realize measurable value from our services.
- Proactively identifying risks before they become escalations.
- Coordinating internal teams to resolve customer challenges.
- Developing long-term strategic account plans.
- Creating opportunities for deeper customer partnerships.
Customer Relationship Management
Own the overall relationship with assigned customers.
Responsibilities Include
- Act as the primary business point of contact for customers.
- Build relationships with operational stakeholders, project owners, business leaders, and executive sponsors.
- Understand each customer's organization, business model, priorities, challenges, and strategic objectives.
- Maintain regular communication with key customer stakeholders.
- Build credibility and become a trusted advisor rather than simply a service provider.
- Understand stakeholder expectations and ensure they remain aligned with delivery.
- Maintain visibility into stakeholder changes, organizational changes, and changing customer priorities.
- Establish strong executive relationships for strategic accounts.
Customer Success Planning
Develop a structured success plan for every strategic customer.
The Success Plan Should Capture
- Customer objectives
- Current engagements
- Business outcomes expected
- Key stakeholders
- Success metrics
- Delivery milestones
- Customer priorities
- Risks and dependencies
- Expansion opportunities
- Renewal timelines
- Strategic opportunities for the next 6–12 months
Customer Retention
Own customer retention for assigned accounts.
The CSM Will
- Continuously monitor customer health.
- Identify potential churn risks early.
- Understand customer dissatisfaction before it turns into an escalation.
- Track changes in engagement, communication, utilization, budget, and stakeholder sentiment.
- Build recovery plans for customers showing signs of risk.
- Coordinate internally to resolve customer concerns.
- Ensure customers consistently see value in continuing the relationship.
- Develop renewal strategies well before contract expiry.
Escalation Management Delivery Management Communication