The Product Customer Success Manager (CSM) will act as the strategic partner to our enterprise customers, driving adoption, engagement, and measurable business outcomes through our products. This role sits at the intersection of Product, Delivery, and Support, ensuring that the customer's voice directly influences roadmap priorities and that every customer realizes continuous value from the platform. Key Responsibilities 1. Customer Onboarding & Implementation - Lead end-to-end onboarding journey for new clients from kickoff to go-live. - Coordinate configuration, integration, and adoption activities. 2. Product Adoption & Value Realization - Own customer success metrics: usage, activation, adoption. - Conduct MBRs/QBRs highlighting value and ROI. - Identify opportunities for feature enhancement or new module adoption. 3. Relationship & Retention Management - Act as the single point of contact for client stakeholders. - Build trusted CXO-level relationships. - Drive satisfaction, and renewals. 4. Product Feedback & Advocacy - Represent customer voice to Product teams. - Translate feedback into roadmap inputs. - Participate in pilots/UAT cycles. 5. Cross-functional Collaboration - Partner with Support, QA, DevOps for faster issue resolution. - Work with Account Managers on renewals and expansions. - Align with BA/Implementation teams for delivery tracking. Key Metrics (KPIs) - Renewal & Retention (NRR/GRR) - Product Adoption & Engagement Score - CSAT / NPS - Time-to-Value (TTV) - Expansion revenue or upsell opportunities Desired Skills & Competencies :- Strong understanding of product lifecycle - Ability to translate technical features into business outcomes - Excellent stakeholder management skills - Data-driven decision-making - Strong problem-solving and ownership mindset (ref:updazz.com)
