Customer Success Manager | Scrabble
Posted on December 10, 2025
Job Description
<div>What we need as a CSM:</div>
<div>Drive Customer Success Outcomes</div>
<div>• Increase renewal rates and reduce churn</div>
<div>• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores</div>
<div>• Drive new business growth through greater advocacy and reference-ability Optimize Customer Lifecycle</div>
<div>• Identify opportunities for continuous improvement • Learn from best practices in industry</div>
<div>• Take Decisions on contentious issues during customer journey Manage Customer Success Activities</div>
<div>• Customer Support Management • Customer Success Management • Renewals</div>
<div>• Billing and Collections (along with finance) • Advocating for Cross Sell and Upsell Inspire Customer Success Across Company</div>
<div>• Create company-wide culture of Customer Success</div>
<div>• Align with Marketing around marketing to existing clients</div>
<div>• Align with Product around driving product roadmap</div>
<div>• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus</div>
<div>• Create company-wide customer feedback loop</div>
<div>• Align with Finance around measurement and forecasting</div>
<div>• Align with Executive Team around key metrics and objectives</div>
<div> </div>
<div>Requirements:</div>
<div>• 2+ years experience in B2B organizations</div>
<div>• Strong empathy for customers AND passion for revenue and growth</div>
<div>• Ability to manage influence through persuasion, negotiation, and consensus building</div>
<div>• Ideally combined background of post-sale and sales or business experience</div>
<div>• Excellent communication and presentation skills</div>
<div>• Deep understanding of value drivers in recurring revenue business models</div>
<div>• Analytical and process-oriented mindset</div>
<div>• Demonstrated desire for continuous learning and improvement</div>
<div>• Relevant Bachelor’s degree; preference for computer science or related degrees</div>
<div>• Need - good excel skills. Want - good ppt skills</div>
<div>• Handling tough situations or unhappy customers</div>