Customer Success Manager

Roles and responsibilities

As a Senior Customer Success Manager (CSM) at MentorcliQ, you will be entrusted with driving the success of a portfolio of customers, ensuring they maximize the value of our mentoring software platform. Your primary responsibility will be to guide customers through the entire journey—from onboarding to ongoing engagement—helping them adopt our product, expand usage, and ensure long-term satisfaction and retention. You will collaborate closely with Account Managers to identify opportunities for account growth while advocating for your customers’ needs, ensuring they realize the full potential of their mentoring programs.

Key Responsibilities

• Customer Onboarding & Success Planning: You will work closely with customers to define key performance indicators (KPIs) and develop tailored success plans to drive product adoption and value realization. This includes configuring the MentorcliQ platform to meet the unique needs of each customer and ensuring a smooth transition into using the platform effectively.

• Program Health Monitoring & Coaching: A key part of your role will be to track the health and utilization of customers’ mentoring programs. You will monitor engagement levels, identify areas for improvement, and provide proactive coaching to customer admins on how to maximize platform functionality, ensuring they achieve their goals.

• Relationship Building & Advocacy: As a trusted advisor, you will build and nurture strong relationships with customers at all levels within the organization, from administrators to senior executives. By understanding their goals and challenges, you will guide them on how to best leverage the platform and product features to drive success. You will act as the voice of the customer within the company, helping to ensure MentorcliQ continues to meet their evolving needs.

• Strategic Guidance & Upsell Opportunities: You will play a pivotal role in helping customers achieve their strategic objectives through the effective use of the MentorcliQ platform. By gaining a deep understanding of their business and mentoring program goals, you will identify potential opportunities for expansion or upsell, collaborating with Account Managers to drive account growth.

• Product Best Practices & Thought Leadership: Sharing your expertise in the mentoring and coaching space, you will help customers understand product best practices, troubleshoot challenges, and provide thought leadership in areas like Learning & Development, Talent Development, and Mentoring programs.

Desired candidate profile

Who You Are

The ideal candidate for this role is someone who embodies MentorcliQ’s core values: Ambitious, Thoughtful, Helpful, and Fun. You are an empathetic and results-driven individual who thrives in dynamic environments and is passionate about building strong customer relationships. Additionally, you bring:

• 3+ years of experience in a mid-market or enterprise SaaS customer success or implementation role, with a proven track record of driving customer satisfaction, adoption, and retention.
• Strong time management and multitasking abilities, with a talent for managing multiple projects and competing priorities effectively.
• Strategic mindset with a demonstrated ability to understand customer goals and execute plans to achieve them.
• Excellent communication skills, both written and verbal, with the ability to explain complex concepts clearly to various stakeholders.
• Detail-oriented with a keen eye for process improvement and operational efficiency.
• Experience in Mentoring/Coaching, Learning & Development, or Talent Development is a plus.