Customer Success Manager

Roles and responsibilities

The Senior Customer Success Manager (CSM) role at MentorcliQ is designed for an experienced professional who is passionate about driving customer satisfaction, product adoption, and long-term retention in a SaaS environment. In this role, you will manage a portfolio of customer accounts, with the primary responsibility of executing customer success plans that maximize the value customers receive from the MentorcliQ platform. This will involve guiding customers through onboarding, helping them track and meet key performance indicators, and ensuring they effectively utilize the full range of platform features.

As a Senior CSM, you will take the lead in building and nurturing strong, long-term relationships with customers, from their initial onboarding through to ongoing engagement. You will work closely with customers to understand their unique needs, goals, and challenges, providing proactive coaching on best practices to ensure the successful implementation and use of the MentorcliQ platform. Your ability to communicate clearly and effectively will be essential in helping customers realize their goals, overcome obstacles, and extract maximum value from the product.

One of your key responsibilities will be to monitor program health and utilization, working closely with customer admins to ensure they are leveraging the platform's full functionality. You will also collaborate with internal teams, particularly Account Managers, to identify opportunities for upselling and expansion within your portfolio of accounts. This collaborative approach will help drive growth while ensuring customer satisfaction remains high.

To excel in this role, you should bring at least 3 years of experience in a SaaS or similar customer-facing role, ideally with a focus on mid-market or enterprise-level clients. You will be adept at managing multiple projects simultaneously and be skilled in identifying strategic goals and executing plans to achieve them. An essential part of this role is building strong relationships, both externally with customers and internally with colleagues, and your ability to communicate complex ideas clearly and concisely will set you apart.

Desired candidate profile

In addition, you should have a keen eye for process improvement and attention to detail, helping you streamline workflows and drive efficiencies for both customers and internal teams. The ideal candidate will also bring a deep understanding of the mentoring, coaching, or talent development space, although prior experience in these areas is a plus rather than a requirement.

At MentorcliQ, we value individuals who are ambitious, thoughtful, helpful, and fun. We want someone who is driven to make a real impact in their customers’ success, who enjoys building relationships and solving problems, and who thrives in a dynamic and collaborative environment. If you are looking to take the next step in your career and make a significant impact in a growing SaaS company, we’d love to hear from you!