Customer Success Manager - Global Accounts Idfy

5.0 - 7.0 years

11 - 15 Lacs

Mumbai, Delhi / NCR, Bengaluru

Work from Office

- The Customer Success Manager - Global Accounts is responsible for ensuring the long-term success, retention, and growth of strategic global customers. - This role requires a consultative approach to problem-solving, structured thinking for addressing challenges, and a proactive mindset to drive customer value. - The CSM acts as a trusted advisor, helping customers optimize their use of the company's solutions to achieve business outcomes. Key Responsibilities:. - Strategic Customer Relationship Management. - Build and nurture strong, long-term relationships with key stakeholders across global accounts. - Act as a trusted advisor, deeply understanding customers' business models, challenges, and objectives. - Leverage a consultative approach to assess customer needs and deliver tailored recommendations that drive measurable outcomes. - Driving Customer Success & Value. - Ensure customers are achieving their desired outcomes by maximizing their use of the company's products/services. - Conduct business reviews and strategic discussions to align solutions with customer priorities. - Provide best practices, insights, and strategic guidance to optimize customer experience. - Proactive Problem-Solving & Risk Mitigation. - Use structured thinking to analyze customer pain points and develop systematic action plans. - Identify early warning signs of potential churn and proactively address risks. - Act as the customer's advocate within the company, collaborating with internal teams to enhance products and services. - Account Growth & Expansion. - Identify upsell and cross-sell opportunities by aligning solutions with customer goals. - Use data-driven insights to recommend additional features, services, or best practices. - Collaborate with sales and marketing teams to drive account expansion strategies. - Data-Driven Decision Making & Reporting. - Monitor customer usage patterns, engagement trends, and feedback to optimize success strategies. - Maintain detailed records in CRM tools (Salesforce, Gainsight, HubSpot) and provide structured reports on customer health. - Present key insights and recommendations to internal stakeholders and leadership. Qualifications & Experience:. - 5+ years of experience in customer success, account management, or consulting, preferably with enterprise/global accounts. - Proven consultative approach in solving complex customer problems and driving strategic outcomes. - Structured thinking and analytical mindset, with the ability to break down challenges into actionable solutions. - Experience in management consulting or a highly analytical customer-facing role. - Strong communication and relationship-building skills to influence stakeholders at all levels. - Experience with SaaS, enterprise technology, or B2B solutions is a plus. - Ability to travel as needed for client engagements. - This role is ideal for someone with a strategic mindset, a passion for solving customer problems, and the ability to drive measurable business impact through a structured and consultative approach. Location: Chennai, Hydrabad, Kolkata, Pune, Delhi / NCR,Mumbai,Bengaluru, Ahmedabad

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