Account Manager - Customer Success (HR Transformation)

As an Account Manager Customer Success at Darwinbox, you will play a critical role in driving the strategic success and transformation of HR systems. Acting as a bridge between business needs and technology, your expertise will be leveraged to drive impactful outcomes in workforce management. Your primary focus will be on improving customer engagement, product adoption, and ensuring long-term partnerships, while also identifying cross-sell and upsell opportunities to maximize customer value. Key Responsibilities: - Optimize Customer Success Processes: Utilize innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, thus driving improved outcomes for customers. - Customer Advocacy & Engagement: Curate compelling case studies, testimonials, and references to showcase customer success stories and ensure continuous engagement. - Boost Product Adoption: Develop and implement strategies to enhance product usage and adoption tailored to HR SaaS needs. - Cross-sell and Upsell: Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, thereby increasing customer lifetime value. - Maximize Renewals: Implement strategies that maximize customer renewals and cultivate long-term partnerships by understanding customer needs and aligning solutions. - Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and a unified product roadmap. - Client Relationship Management: Establish and maintain trusted relationships with key stakeholders, utilizing client feedback to influence product innovation and enhancements. Qualifications: - Experience: You should have a minimum of 4+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities. - Adaptability: Demonstrate the ability to thrive in a fast-paced, evolving environment while maintaining a balance between strategic thinking and execution. - Sales Acumen: Showcase a proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue. - Data-Driven: Possess the ability to analyze and interpret customer success metrics, enabling informed decisions that drive results. - Stakeholder Management: Exhibit experience in building and maintaining relationships with key stakeholders, both internally and externally.,