Customer Success Manager (Support)

About the role

We are looking for a Customer Success Manager to join IVCISA’s Customer Success team. The role focuses on supporting our B2B clients, ensuring they achieve their goals with our backend/frontend software solutions, and acting as the main link between Support, Sales and Development.

Key responsibilities

• Manage and nurture all support customers, driving successful adoption of our solutions.
• Serve as the communication bridge between Support, Commercial and Operations/Development teams.
• Identify upselling and cross‑selling opportunities based on deep client needs and forward them to the sales team.
• Monitor customer satisfaction metrics (NPS, CSAT) and ensure SLA compliance.
• Handle incident escalations, coordinating rapid resolution with technical teams.
• Conduct regular Quarterly Business Reviews (QBRs) to assess progress and adjust strategies.

Required profile

• Proven experience in Customer Success, Account Management or B2B client management.
• Excellent communication, empathy and conflict‑resolution abilities.
• Strong analytical skills to interpret satisfaction and usage metrics.
• Ability to manage multiple accounts simultaneously with high organization.
• Intermediate to advanced English proficiency.

Required skills

• CRM platforms such as HubSpot or Salesforce.
• Ticketing systems like Zendesk or Jira Service Management.
• Familiarity with agile methodologies.