tripstack

Customer Success Manager

• Lead and manage the complete onboarding journey for new customers
• Coordinate internal project delivery teams to deliver, configure, and implement customer requirements accurately and on time
• Manage day-to-day customer onboarding operations
• Serve as the main point of contact for customers after production launch
• Escalate and resolve client issues with technical, product support, and internal teams
• Act as the internal voice of the customer and manage expectations
• Maintain detailed onboarding project plans
• Coordinate internal and external meetings, agendas, follow-up notes, and action items
• Identify product features to help shape the B2B product roadmap
• Coordinate resources for onboarding and ongoing customer services
• Monitor customer KPIs and identify risks and opportunities
• Prepare monthly performance overviews and quarterly business reviews
• Analyze client data and present insights demonstrating partnership value and ROI
• Identify mutual growth opportunities and present them to internal stakeholders
• Facilitate introductions to sales teams for client expansion interest without owning negotiation or closing