Customer Success Manager

Duties and Responsibilities

• Analyze customer data and act on insights to improve adoption and growth.

• Execute and refine playbooks to support customer success.

• Be a trusted partner, resolving issues and delivering value across technical, billing, and workflow needs.

• Consider the customer’s circumstances and present the best solution to the problem, i.e., fully assist with all requests or educate them for future reference.

• Empower and equip the customer to manage their account moving forward. Adapt the information given to the customer’s circumstance. Proactively fill the gaps in the customer’s knowledge to avoid further contact.

• Escalate the issue to the correct team based on the issue category.

• Proactively manage vendors, mainly over email and sometimes via the phone, to minimise reactive responses.

• Follow a documented process to ensure metrics are achieved, which will mature over time, with your help.

• Spot recurring issues/complaints and develop solutions with the technical teams.

• Other ad hoc tasks

Requirements

• Bachelor’s degree or equivalent experience

• 3–5+ years’ experience in Customer Success, Account Management, or Support

• Strong communication and stakeholder management skills

• Ability to analyze customer data and drive adoption/growth

• Experience handling technical, billing, or product-related issues

• Familiar with CRM or customer support tools

• Strong problem-solving and escalation management skills

• Ability to work with cross-functional teams and vendors

Due to the volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Flat Planet recruiters via the firm’s business contact number or business email address.