Customer Success Manager

We are looking for a Customer Success Manager who can farm into existing accounts, provide ongoing support to our clients and network with them. The candidate should carry a Revenue target for upselling & cross selling into their customer base, contribute to building relationships and minimize churn rates.

Ultimately, you will own Customer lifecycle, work directly with clients to up-sell, cross sell & help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Key Responsibilities

• Establish clear client retention goals.
• Define success milestones for the clients and employees to work towards
• Assist customers with setting up and navigating various programs
• Promote the value of Gnani.ai’s software & services
• Upsell/ Cross-sell Gnani.ai’s software & services
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience.
• Assist in conducting Customer Workshops on a periodical basis

Candidate Persona

• Proven work experience as a Customer Success Manager or similar role for a minimum of three years
• Working in a SAAS organization is desirable.
• Experience in dealing with large and mid size Enterprise customers in India
• Should have a quota carrying experience
• Exceptional ability to communicate and foster positive business relationships
• SAAS, Contact centre Technical skills & Clear grasp of digital technology stacks - API's, middleware, ecosystems and the ability to envision solutions is a plus
• Experience in working with a diverse group- Developers, Program Managers, Sales, Pre-sales is required.
• A bachelor or MBA degree is preferred.
• This role requires fair amount of travel meeting your clients and working from the office location.