CSM - Customer Success Manager (Saas)

2-4 Years

Immediate Joiners only

Shift: US Shift

Experience Required:

Role & Responsibilities:

The Customer Success Representative is responsible for managing and nurturing customer accounts to ensure adoption,

retention, and satisfaction with Client solutions. This role acts as a trusted advisor and the primary point of contact

throughout the customer journey.

Key Responsibilities:

1. Serve as the primary relationship owner for customers from deployment through the entire lifecycle.

2. Engage with at-risk customers to resolve concerns and guide them to a state of satisfaction and readiness for

renewal or expansion.

3. Maintain regular engagement with assigned accounts to ensure success milestones are met.

4. Deliver proactive value conversations on Client products, industry trends, business reviews, and strategic

recommendations.

5. Drive customer retention, increase product adoption, and promote customer advocacy.

6. Recommend improvements to internal customer success processes and best practices.

7. Accurately maintain CRM data including customer profiles, interactions, and progress.

8. Proactively identify potential customer issues and develop actionable plans to address them.

9. Utilize Client customer success programs (training, Premier Support, Success Center, etc.) to enhance the customer

experience.

10. Follow up on customer satisfaction (CSAT/DSAT) surveys to gather detailed feedback and identify trends.

11. Manage ad-hoc projects as assigned by leadership.

12. Represent the voice of the customer internally and provide feedback to relevant teams.

Mandatory Skills & Technical Expertise:

1. Excellent communication skills Written and verbal (English proficiency: CEFR C1 or C2 equivalent).

2. Strong knowledge of: Python scripting, SQL, Windows, Windows Network Services, Linux & Unix, Windows

Services, Security, Cloud Computing, Database Monitoring Tools

3. Familiarity with infrastructure tools and software: VMware, ServiceNow, IPAM, HPSM, CISCO, F5

4. Understanding of hyperscaler services such as Google Cloud, AWS, and Azure.

5. Intermediate knowledge of networking concepts: OSI model, DHCP, DNS, ARP, packet flow.

6. Solid technical acumen including software, networking, and licensing understanding.

7. Preferred Certifications (Good to have): CCNP, MCSE, VCP, AWS, or Azure

8. Advanced problem-solving skills and Microsoft Suite proficiency.

9. Track record of meeting KPIs and delivering customer success outcomes.

10. Strong ability to drive engagement and deliver compelling customer experiences.

11. Prior experience in a SaaS environment is a strong asset.