Customer Success Manager - CSM

Customer Success Manager L1

This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, scaling, etc.)

Responsibilities

• On board new customers/clients
• Define and optimize customer journeys.
• Gather and provide feedback from/to other departments, including Sales, Services, Support, Product, and others, to improve the customer experience.
• Create company-wide customer feedback loop Help foster company-wide culture of Customer Success
• Showcases newly released features and maximize the usage of relevant features.
• Do an in-depth analysis of your customers and suggest improvements to their ecommerce operation.
• Identify up sell opportunities and ensure renewals.
• Schedule and complete monthly business reviews with the customers.
• Manage customer escalations with speed and urgency, mobilizing resources across the company as appropriate

What makes you eligible

You are where our search ends, if you hold:

• Excellent written and verbal communication skills.
• An ability to understand business problems, thinks of solutions, and effectively communicates the same.
• Net Churn, Logo Churn.
• Building Advocacy and Champions.
• Analytical and Process Oriented mind set.

Must-Have:

• Combined Background of Sale and Customer Success experience
• Exposure to Internet/Ecommerce sector
• Basic knowledge of Excel.