Customer Success Manager

Key Responsibilities

Customer Onboarding & Engagement:

• Understand Customers business and program objectives
• Assist in onboarding new customers by guiding them through the product setup and best practices.
• Conduct training sessions and create user-friendly documentation for clients.
• Address customer inquiries and ensure a seamless transition into our platform.

Customer Support & Issue Resolution:

• Proactively connect with senior executives at the customer end to understand challenges faced by them
• Work closely with the support team to resolve client issues in a timely manner.
• Escalate technical concerns to relevant teams and follow up for resolution.
• Maintain a knowledge base of FAQs and troubleshooting guides.

Account Management & Retention:

• Track customer usage and proactively engage to improve adoption.
• Collect feedback from users and share insights for product enhancements.
• Develop and execute Client specific Quarterly Business plans to enable KAM/Sales to cross-sell and improve value delivery to clients
• Develop understanding of client business and processes and help in optimizing usage of Clear Products more efficiently to drive value
• Help build loyalty by creating an excellent relationship with the customers

Process Improvement & Documentation:

• Assist in refining customer success processes.
• Maintain CRM records and ensure data accuracy.
• Support the creation of reports and dashboards for customer health metrics.
• Review with Delivery leadership and Sales team on Clears performance, issues and client success (prior to delivery review meeting with Client)
• Closely work with product teams to enable constant improvement in product features basis inputs from clients

Preferred Qualifications And Skills

• 3-4 years of experience in Customer Success Manager role for any product
• Knowledge of Invoicing/accounts receivables/accounts payable processes is preferred
• Experience working with clients in the technology or SaaS industry is preferred
• Experience working with international(GCC or Europe or NA) clients is preferred
• Fanatical about customer success and tenacious at driving long-term customer value
• Flexibility to adapt with the demands of the business
• Self-starter with a proven track record of driving customer success at all levels.
• Good at Handling stressful situations and deadline pressures well