Customer Success & Product Manager

About the Role

An established company is recruiting a Customer Success & Product Manager to lead customer success and product management across SaaS, ERP, mobile, and web platforms. In this role, you will ensure strong onboarding, maintain high customer satisfaction, and drive product strategy aligned with business goals.

Key Responsibilities

• Lead onboarding, training, and user adoption across all platforms
• Drive customer satisfaction, retention, and account growth
• Manage SLAs and resolve high-priority support cases
• Develop user guides, FAQs, and comprehensive documentation
• Collaborate with technical teams to resolve issues and improve systems
• Define product vision, roadmap, and feature priorities
• Collect and analyze customer feedback for product improvements
• Create user stories, specifications, and manage product backlog
• Coordinate with developers, QA, and design teams
• Identify upsell, cross-sell, and revenue opportunities
• Lead and mentor the customer success and support team